Skip to main content

Client Complaints Policy

Heading 2
Heading 3

Client Complaints Policy

Emerge is committed to ensuring that disputes, complaints and grievances are resolved through proper processes that maintain the dignity and confidentiality of all women and children. Emerge recognises the natural power imbalance between workers and the women and children receiving support. All Emerge employees will uphold the rights of clients to make a complaint. Clients will be assured that service will not be withdrawn because of a complaint. Complaints provide valuable information on levels of client satisfaction and provide the organisation with an opportunity to improve upon all aspects of service. Complaints will be taken seriously and seen as an opportunity for improvement. Complaints will be recorded and handled effectively using a consistent process and approach for resolution.

Definition

A complaint is an ‘expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required’ as defined in the Australian Standard AS/NZS ISO 10002:2014 Guidelines for Complaints Management in Organisations.

Scope

This policy relates only to complaints made by clients of Emerge.

A complaint may be made on behalf of a client from a support person, advocate or other service. A complaint from a client may require Emerge to initiate other internal processes such as Staff Complaints or Discipline and Dismissal, or external processes such as reporting to other bodies which funding or legal requirements demand.

Guiding Principles

Emerge will use the following principles to provide an effective client complaints system.

Visible and Accessible

  • Information is provided on how to make a complaint and how it will be managed to all clients which is verbal, written and available on the Emerge website.
  • Support clients with individual needs or barriers to making a complaint.
  • Provide alternative ways to make a complaint, which include informal, formal, a neutral party or external.
  • Support clients to identify and seek their preferred outcome.

Responsive

  • Encourage clients to utilise the complaint process when they are dissatisfied.
  • Actively listen and acknowledge the clients concerns.
  • Clarify the client’s requested resolution.
  • Ensure staff are aware of Emerges client complaint s process and undertake training as required.
  • Communicate with the client and other relevant parties the progress of the complaint and timeframe for a resolution.

Assessment

  • Assess complaints for severity, safety, complexity, impact and the need for immediate action.
  • Collect adequate and appropriate information.
  • Protect the privacy and confidentiality of the information.
  • Determine who and at what level the complaint should be dealt with.
  • Enable complaints to be considered independently, fairly and objectively.

Feedback

  • Explain findings and actions from the complaint.
  • Provide updates to the client if the resolution of the complaint is delayed.
  • Seek the clients feedback on the resolution of the complaint.
  • Provide alternative pathways to resolve the complaint.

Improvement Focus

  • View all complaints as an opportunity to improve service delivery.
  • Review the complaints process through feedback from clients and employees.
  • Ensure learnings from complaints are actioned as part of continuous improvement.

Service Excellence

  • Respectful handling of client complaints.
  • Being clear that the client will not be adversely affected by making a complaint.
  • Prompt handling and resolution of complaints.
  • Understanding that a client complaint may lead to investigating issues related employees.
  • Identifying any trends resulting from client complaints to improve service delivery.
  • Assessing the need for continuous development of capabilities to manage complaints.

Responsibilities

‍All Emerge employees will:

  • Uphold the clients right to make a complaint.
  • Be aware of Emerges’ client complaints policy and procedure.
  • Provide information to the client about how to make a complaint.
  • Actively listen to a client concern without offering suggestions or resolutions that are outside the process for client complaints.
  • Undertake the required recording of a complaint.
  • Escalate a complaint to the appropriate people as required by the procedure.

In addition, direct service employees are responsible for:

  • Supporting the client who has made the complaint.
  • Assessing if an informal resolution can be reached or a formal complaint process is required.
  • Participating in an investigation as required.
  • Providing information to their supervisor.

Supervisors are responsible for:

  • Supporting staff involved in a complaints process.
  • Participating in or conducting the investigation of a complaint.
  • Making recommendations on findings or actions.

The HR and Business Lead is responsible for:

  • Providing advice on a client complaint that involves findings on staff conduct.

The Operations Director is responsible for:

  • Providing an option to clients as neutral party to hear complaints.
  • Conducting an investigation of complaints as required.
  • Making recommendations on findings or actions.
  • Reviewing the client complaints process.
  • Ensuring learnings from client complaints are actioned by the appropriate people.

‍The CEO is responsible for:

  • Deciding on actions to be taken as a result of a complaint.
  • Meeting with clients who are dissatisfied with a complaint investigation.
  • Deciding on the need to report a complaint to external bodies.
  • Reporting to the Board significant client complaints.

Privacy and Confidentiality

Emerge will limit the details of a client complaint to parties involved in resolving the complaint. Consent will be obtained from the client to share details of a complaint.

Emerge will be required to share information regarding a complaint if it involves misconduct, abuse, or illegal actions without the consent of the client both internally and to external bodies as decided by the CEO.

Support with a Complaint

All clients will be informed of there right to have a support person when making a complaint. The support person can be a friend, relative or other service provider. All clients will be provided with information on the Homelessness Advocacy Service.

Procedure

Informal Complaint

An informal complaint can be made verbally to an Emerge employee by a client. An informal complaint will be able to be resolved by the employee, or with assistance of another employee if needed, to the client’s satisfaction.

The client will be informed of the formal complaints process and their option to use this process.

The client will be informed that a complaint involving the following circumstances or situations will always be required to move to a formal complaints process.

  • Allegations involving staff misconduct such as harassment, bullying, abuse, or mistreatment.
  • Infringement of rights.
  • Child neglect or abuse.

An informal complaint will be reported to the supervisor.

The employee will use the following process when managing an informal complaint.

  • Listen to the clients concern and clarify understanding of those concerns.
  • Ask the client what outcome they are seeking.
  • Fill out the Client Complaints form.
  • Let the client know what can be done to resolve the complaint.
  • Consult and inform the supervisor.
  • Check with the client they are satisfied with the result of the complaint.

Formal Complaint

A formal complaint can be a complaint received in writing, unable to be resolved as an informal complaint or involve serious allegations.

All formal complaints will be investigated. The Service Delivery Director or the Operations Director will lead any investigation. An investigation should be conducted by two members of the Leadership Team.

All documentation completed as of a client complaint will be stored in a restricted folder on SharePoint by the Leadership Team.

The CEO will be informed of all formal complaints, investigation progress, findings and recommendations.

If a complaint is against a member of the Leadership Team, it will be escalated to theBoard.

The following process will be used to manage a formal complaint.

Acknowledge and Record

  • Meet with the client to discuss the complaint, clarify issues and ask what the client is seeking as an outcome.
  • Inform the client of the right to a support person.
  • Explain the formal complaints process and timeframes.
  • Agree with the client on other parties that may need to be involved with the complaint.
  • Explain how the complaint is recorded and what information may need to be shared with others.
  • Fill out the Client Complaints form.

Investigate

  • Interview other parties involved in the complaint.
  • Gather any relevant documents and review.
  • Agree on findings from the investigation.
  • Make recommendation on resolution to the complaint.
  • Fill out Client Complaints Investigation Form.
  • Inform the CEO of findings and recommendations seeking feedback and approval.

Communicate Resolution

  • Meet with the client to discuss the investigation findings and recommendations.
  • Explain actions that will be taken as a result of the complaint.
  • Seek agreement from the client on the resolution to the complaint.
  • Ask the client for feedback on the complaints process.
  • If the client is dissatisfied with the resolution, provide the option of discussion with the CEO or external bodies.
  • Fill out the Client Complaints Register.
  • Communicate any actions or feedback to the appropriate people in the organisation to manage improvements.

Legislation and Standards

Human Services Standards

Australian Standard AS/NZS ISO 10002:2014 Guidelines for Complaints Management in Organisations

External Complaint Bodies

Homelessness Advocacy Service

https://chp.org.au/home/homelessness-advocacy-service/

Department of Health and Human Services

The department responds to feedback about any part of people’s experience with the department and the services it funds.

Telephone: 1300 884 706 Web: Making a complaint.

Victorian Ombudsman

Receives and investigates complaints about decisions and actions made by state and local governments as well as private and non-government organisations which performa public function.

Telephone: 9613 6222 or regional: 1800 806 314 Web: Victorian Ombudsman

Disability Services Commissioner

Works with people with a disability, and disability services to resolve complaints.

Telephone: 1800 677 342 (free call); TTY service for people with hearing or speech difficulties 1300 726 563 Web: Disability Services Commissioner

Health Complaints Commissioner

Receives and resolves complaints about healthcare and the handling of health information in Victoria.

Telephone: 1300 582 113 Web: Health Complaints Commissioner

Independent Broad-based Anti-corruption Commission

Receives complaints about corruption in the Victorian Public Sector or complaints about Police misconduct.

Web: ibac

Mental Health Complaints Commissioner

Assists you if your complaint is about a public mental health service in Victoria.

Telephone: 1800 246 054 Web: Mental Health Complaints Commissioner

‍

Need help?

If you need urgent assistance call 000. If you or someone your know is experiencing family violence please call the Safe Steps Victorian 24/7 Violence Response line on 1800 015 188.

Help and Resources