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Continuous improvement

In this section:

Standard 7: Tools


Tool 7.1: Complaints Resolution and Referral Service brochure11

You can distribute this brochure to participants/supported employees and use it to publicise CRRS activities at your service.

Tool 7.2: Checklist—culturally competent approach to complaints and disputes

You can use this checklist to consider how your service can develop culturally competent service practices regarding Standard 7: Complaints and disputes. These are continuous improvement suggestions rather than required parts of the Standard.

Culturally competent service Provision: Complaints and disputes12
Things to consider:
Are participants/supported employees from a CALD informed at intake of their rights relating to complaints and disputes in an appropriate language/accessible format?  
Do we offer professional interpreters to participants/supported employees from CALD in complaints and disputes resolution context?  
Do we actively promote the availability of advocacy services for support with complaints and disputes to participants/supported employees from a CALD?  
Do we regularly invite advocacy services to provide information sessions to participants/supported employees from a CALD?  

Tool 7.3: Compliments/complaints feedback form

While complaints forms are a handy tool, everyone in your organisation should be trained to take complaints in any format including verbally or over the phone. Complaints and compliments forms can be useful but shouldn’t be seen as the sole tool in your complaints/compliments process. You may also wish to alter the form to suit your target group, and/or to review the complaints form in Section 4: Complaints and Referrals. You may also consider a suggestion box for people who wish to provide anonymous feedback.

Tool 7.4: Checklist—accessible complaints policy

Tool 7.5: Example tracking form for complaint matter

Tool 7.6: Sample Complaints Resolution and Referral Service feedback form 13

Tool 7.7: Sample Complaints Resolution and Referral Service feedback form – pictorial 14

11 From CRRS, http://www.crrs.org.au/publications.html

12 Based on the MDAA document, Building Cultural Competency in the Disability Services, 2003.

13 CRRS Complainant Feedback Form modified with the permission of CRRS

14 CRRS Complainant Feedback Form – pictorial modified with the permission of CRRS

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