Complaints Management Guide

Your Guide to making a complaint

Customer Complaints
The staff member receiving the complaint is to exercise sensitivity and empathy. They must take into account any special needs of the complainant, for example; does the complainant need an advocate, communication assistance or aides or an interpreter services.

Also consider, are there any potential barriers to the management of the complaint, for instance, fear of retribution.

Staff need to be alert and ensure sensitivity to the emotions of Customers. A Customer may not be able to express his/her feelings/concerns/complaints in the usual manner.

Be alert and be prepared to “listen” in the broadest sense.

In the event that staff receive a complaint, the following steps are to be taken:

If a staff member receives an informal complaint –

  • Attempt to resolve the complaint and inform the Customer of the details of the
    Complaints Management Procedure and advise them to contact the Sunshine Coast Independent Living Service office.
  • Case Note the matter and any actions in the Customer’s Individual File.

If a staff member receives a formal complaint –

  • Staff member is to follow the Complaints Management Procedure.
  • Record the details of the complaint and actions in the Customer’s Individual File

If the complaint is in relation to Official Misconduct or criminal activity –

  • Report the matter to the Chief Executive Officer, who will follow the Complaints Management procedure
  • Record the details of the complaint and actions in the Customer’s Individual File

CUSTOMER GUIDE TO MAKING A COMPLAINT

Being upset or unhappy or disappointed happens all the time in our daily lives.

If you are upset or disappointed by something or someone you should tell someone about it.

This is called a Complaint. If you do want to Complain, then talk to the Sunshine Coast Independent Living Service office or:

  • Your Parent or other Family Member;
  • Your Carer;
  • Your Friend;
  • Someone you know and trust;
  • Your Support Worker or Service Coordinator.

If you are unhappy or disappointed with your method of support or your designated support worker or anything about Sunshine Coast Independent Living Service services, then you should let a member of Sunshine Coast Independent Living Service’ staff know.

Sunshine Coast Independent Living Service sees complaints as an important way of improving its service to you and welcomes your feedback. You should not be afraid to make a complaint. 

Sunshine Coast Independent Living Service has a Complaints Management Procedure that Sunshine Coast Independent Living Service’ staff are familiar with. We can provide you, your family members or you friends with a copy at any time.
Staff members have been instructed to exercise sensitivity and empathy, and to take into account your special needs, for example, you may need an advocate, communication assistance/aides or an interpreter service.

Staff members are aware that you may not be able to express your feelings / concerns / complaints in the usual manner and are instructed to be alert and be prepared to “listen” in the broadest sense.