Does our documented complaints process include:

• who will handle the complaint in the first instance?
• what each staff member’s role is in handling complaints?
• how the complaint will be ‘elevated’ if not resolved in the first instance?
• how the complaint will be referred externally, if neccessary?
• when a complaint will be considered ‘resolved’?

Do we ensure that participants/supported employees know that they can have an advocate/carer with them during the complaints process?

• Could we improve how we assist potential complainants to access advocates?

Could we improve how we publicise the Complaints Resolution and Referral Service (CRRS)?

Do we display CRRS posters at our premises?

Do we give participants/supported employees training on the role of the CRRS?

Do we refer to the CRRS when we are unable to resolve an issue internally, or request assistance from the CRRS in resolving difficult complaints?

LINK: refer to Tool 7.1, p.98 for a CRRS brochure.

Could we improve how we document complaints on our complaints register?
Does our complaints register show:

• who is handling the complaint?
• where the complaint originated (e.g.participants/supported employees, funding body, CRRS)?
• the timeframe in which the complaint will be resolved?
• if the complaint has been resolved?

if the participants/supported employees was satisfied with the way that the complaint was dealt with?

Do we ensure that we do not breach confidentiality (refer to Standard 4) in the way that we handle complaints, including:

• if we refer complaints to other parts of the organisation?

if we use complaint information for continuous improvement?

Could we improve our review system for checking that:

• complaints are resolved within a reasonable timeframe?
• participants/supported employees are satisfied with the process used for resolving their complaints?

whether we have made appropriate organisational changes as a result of complaints?

If a complaint involved a serious allegation or a potential crime, do we:

• have a protocol for reporting matters to the police?
• have a process for making sure that both the complainant and the person being complained about are adequately supported (e.g. by advocates/carers/lawyers)?
• Contact the National Disability Abuse and Neglect Hotline for assistance or referrals?

Could we improve the way that we manage this situation?

LINK: Refer to Tool 12.1, for some sample guidelines for situations of abuse and neglect.