Complaints Policy
The purpose of this policy is to have a set of procedures where complaints cannot be resolved between the parties themselves and, where a complaint is well founded to take appropriate steps to address the concerns raised, and to facilitate a fair, prompt, and efficient resolution of the complaint.
Information shall be available to clients about how to make a complaint; complaints will usually be in writing and acknowledged in the same way as soon as possible after they have been received.
A complaints register shall be held recording the date the complaint was made, complainants’ name, date acknowledged, date resolved and the date the complainant is advised of the outcome.
The Chairperson will be notified of complaints received. Complaints which are likely to give rise to an insurance claim will be notified to ACROSS’ insurer.
An employee about whom a complaint is made will be given the opportunity to provide their account of the matters giving rise to the complaint. When a complaint is made in relation to the Director, that complaint should be addressed to the Chairperson of the Board.
If the complaint is unable to be resolved, an independent mediator may be asked to review the complaint and hear the views of the parties. The complainant is able to have a support person with them and will be advised of the outcome in writing within two weeks of the meeting.
If the complaint is not resolved at this point the Board may review the complaint and make a final decision and recommend any direct action to take and advise the complainant within two weeks of its meeting.