Client Complaint Policy

Policy Number: CLI-04            
 POLICY NAME:                          CLIENT COMPLAINTS POLICY          Date of Implementation: 16/7/03                                                                                             Date Reviewed:  31 December 2009                                                         Due Date for Review:  31 December 2011 
APPLICATION:      LIFELINE DARLING DOWNS & SOUTH WEST QLD LTD 

 

 

 RATIONALE: Lifeline Darling Downs and South West Qld Limited is committed to providing clients with an accessible, fair and effective process for the resolution of grievances and/or complaints. Lifeline defines a complaint or grievance as being any problem experienced by clients that relates to service delivery and which is not able to be resolved to the satisfaction of the client(s) by those directly involved in the delivery of the service. POLICY: The purpose of this policy is to clearly outline the process and procedures for the effective resolution of client grievances with respect to the quality of service delivery provided by the staff and volunteers of Lifeline Darling Downs and South West Qld Limited. In establishing this policy and procedures the organisation recognises its obligation to clients, the community and funding bodies, to provide the highest quality human services possible, including making available to client’s accessible processes for the resolution of grievances. OUTCOMES: DSQ – SERVICE STANDARD INDICATORS:7.1 – see paragraph 17.3 – This policy responds to this standard7.4 – Dot point 6 page 2 refers7.5 -  Dot point 8 page 2 refers7.6 – Last Paragraph - Complaints Register refers AUTHORISATION:             ___________________________________General Manager                       Board Approval:        Date   

RELATED PROCEDURES:  

 Lifeline Darling Downs and South West Qld Limited is committed to providing clients with an accessible, fair and effective process for the resolution of grievances or complaints.Lifeline defines a complaint or grievance as being any problem experienced by clients that relates to service delivery and which is not able to be resolved to the satisfaction of the client(s) by those directly involved in the delivery of the service.It is the objective of this policy,  application of client grievance procedures is operationalised under the following principles:·  Clients are entitled to a satisfactory hearing of their complaints and where appropriate, for their complaint to be heard through all levels of management.·  Clients are entitled to have their complaint treated in a manner that is sensitive to their needs and respects their privacy.·  Where possible clients are entitled to have their grievances responded to and resolved where possible as quickly as possible. ·  Clients are entitled to have their grievances responded to in a thorough, systematic and respectful manner.·  All matters pertaining to complaints are to be kept confidential so as to ensure the privacy of those involved.·  All parties involved in a complaint are entitled to be represented by an advocate of their choice at all stages of the grievance procedure.·  Where possible and appropriate, grievances and complaints are to be resolved through negotiation and discussion between the parties involved and /or their representatives.·  Serious allegations are to be responded to within 24 hours and in such instances staff members or volunteers who are the subject of serious complaint are not to have contact with the clients.  Allegations of Physical and Sexual Assault Against a Client:·    Where there is a complaint by a client of physical or sexual assault by a worker, the complaint will be referred to the General Manager and if in doubt he / she will seek legal advice from the organisation’s lawyer. If deemed to be a criminal complaint, the police will be immediately notified by the organisation.  At this time, the Chairperson of the Board will be notified also. If for whatever reason the police do not pursue the complaint we must notify our insurance company of the allegation.  ·    Such internal investigations will follow the procedures in Stage 3:  Serious Complaints  - Clients Complaints Policy and Procedures·    All other principles in this Policy apply 

                   

 Definitions

For the purpose of this policy; a)    “Client” refers to the client/s making the complaint and/or their representative.b)    “Complaint” is used to cover all issues subject to the client’s grievance.c)     “Staff” refers to paid and volunteer staff of Lifeline. 
 All staff and volunteers of Lifeline Darling Downs and South West Qld Limited who are involved with the delivery of services to the public. 
 

                    Procedure:

Lodging complaintsa)    Clients wishing to make a complaint can do so by contacting the counselling centre in person, or by phone, and will be responded to by the referral person on duty.b)    If the complaint relates to the staff person on referral at that time then the client will be offered the option of speaking to the direct line manager.c)     The staff member receiving the complaint will document the client’s details pertaining to their complaint, and what outcome or resolution the client is seeking with respect to their complaint. d)    The client is to be provided with a copy of this grievance policy and/or have this explained to them. e)    The client is to be provided with the name and contact number of the relevant Manager who will be responsible for responding to their complaint and a time frame in which they can expect to be contacted.f)      As designated by the General Manager as minor.     

                    Complaint process:

                    Stage 1: Resolution

The General Manager must be involved in complaints involving misunderstandings, communication breakdowns or simple errors on the part of Lifeline staff and which can be resolved quickly to the client’s satisfaction.  These are covered by the stage 1 process.1.1       Staff member or volunteer involved shall be notified of nature of the complaint and complaint process and where appropriate, meet with the client and attempt to resolve the grievance within 24 hours or the shortest practical time frame.1.2       Where resolution of a grievance has been achieved to the client’s satisfaction, the action taken and any arrangements made will be documented by the staff member involved and line manager notified.1.3       If no resolution was possible at stage 1 the complaint will be referred to the line manager of the staff member involved and become a matter for Stage 2 resolution. Stage 2: ResolutionGrievances or complaints that are not resolved through informal negotiation or that the client wishes to have dealt with through a formal process will be referred to the appropriate manager for formal response.2.1   The relevant manager and staff member (where appropriate) will meet with the client to attempt to resolve the complaint through careful negotiation and discussion.  2.2   If the complaint is resolved to the satisfaction of all parties then the manager will document the outcome of the negotiations and any action taken as a result of discussions.2.3   Should no resolution be reached then the complaint is referred to the general manager for action.   

                    Stage 3: Serious complaints

Stage 3 complaints relate to those complaints that have
a)    been unable to be resolved through informal or formal resolution or,b)    involve serious allegations of misconduct, unprofessional conduct, abuse, mistreatment or infringements of rights. All complaints involving such matters automatically become Stage 3 complaints and the General Manager will seek legal advice where appropriate. The Board Chairperson needs to be notified. 3.1   In the first instance a meeting shall be held involving the client, the relevant line manager and the General Manager to investigate the complaint and to determine the appropriate course of action.3.2   The staff member will be notified of the nature of the complaint and complaint process and given adequate time to formulate a response to the agency on the basis of the complaint made.3.3   The complaint will be referred to the Human Resource Committee and or the Board for resolution as appropriate.3.4   A record of all meetings between clients, staff and management will be kept and copies provided to respective participants as appropriate.  3.5   Where practical matters subject to Stage 3 complaints should be dealt with within 30 days of the complaint being received and all parties involved are to be informed in writing of any outcomes reached. Complaints Register:The General Manager will be responsible for maintaining a “Complaints Register” which records all information regarding complaints received from clients that involve staff. The register will be kept by the General Manager under lock and key with access strictly limited to the Board Executive and members of the Management Team.  The General Manager and managers are to ensure that the process for complaints handling leads to careful consideration of any possible improvements that may be needed or required within our organization.