1 POLICY STATEMENT
Tasc is committed to ensuring that any clients, stakeholders, visitors, or organisations using Tasc services or affected by Tasc operations have the right to provide feedback to or to lodge a complaint with Tasc and to have their concerns addressed in ways that ensure accessibility, equity, efficiency, fairness, accountability, and transparency. To facilitate this, Tasc has in place a framework to manage external complaints and feedback.
For clarity, this policy does not apply to employee complaints. Employee complaints are managed via the Employee Grievance, Conflict and Dispute Handling Policy.
2. PRINCIPLES
2.1 People focus
Tasc is committed to seeking and receiving feedback and complaints about its services, systems, practices, procedures, and complaint handling, and using the information to contribute to its continuous improvement.
People making complaints will be:
•Provided with information about Tasc’s complaint handling process and how to access it;
•Listened to, treated with respect, and actively involved in the complaint process where possible and appropriate; and
•Provided with reasons for Tasc’s decision(s) and any options for review.
2.2 Feedback and complaints system
Tasc has in place a system for handling feedback and complaints that:
•facilitates timely resolution and response;
•takes all reasonable steps to not penalise a person for providing feedback or making a complaint (except in the event of vexatious or frivolous complaints – see 2.3 below);
•is simple and easy to use;
•is effectively communicated and promoted to all clients and stakeholders;
•is procedurally fair and follows principles of natural justice;
•complies with all legislative requirements
•maintains confidentiality of parties involved wherever possible, keeping any information private to those directly involved in the complaint and its resolution;
•treats all parties with respect;
•records each feedback/ complaint and documents the steps undertaken for resolution;
•trains employees, volunteers and Board Members in complaints management;
•ensures all clients, stakeholders and employees are aware of the complaints policy and procedures;
•ensures that feedback and complaints data is considered in organisational reviews and in planning service improvements.
2.3 Managing unreasonable conduct by people making complaints
Tasc is committed to being accessible and responsive to all people who provide feedback or complaints. At the same time Tasc’s success depends on:
•the ability to do Tasc’s work and perform its functions in the most effective and efficient way possible
•the health, safety and security of employees and volunteers, and
•the ability to allocate resources fairly across all the complaints received.
When people behave unreasonably in their dealings with Tasc, their conduct could significantly affect the progress and efficiency of Tasc’s work. As a result, Tasc will take proactive and decisive action to manage any conduct that negatively and unreasonably affects Tasc and support employees and volunteers to do the same in accordance with this policy.
3 FACILITATING COMPLAINTS AND FEEDBACK
3.1 How to make a complaint or provide feedback
A person wishing to provide feedback or make a complaint may do so verbally or in writing by:
•Contacting the employee or volunteer they were dealing with at the time;
•Completing the client feedback survey;
•Using the complaints portal on the Tasc website at www.tascnational.org.au/feedback;
•Phoning (07) 4616 9700 and advising they wish to make a complaint or provide feedback;
•Sending an email to [email protected]
•Sending a letter to:
Feedback and Complaints, PO Box 594, Toowoomba Qld 4350
People providing feedback and complaints are encouraged to include:
•a description of the Complaint and when or where it happened;
•whether the Complainant has already spoken with someone (such as an employee) about the Complaint or taken any other action to resolve their matter informally;
•copies of any relevant documentation or correspondence;
•the outcome sought;
•preferred contact details;
•any supports the Complainant requires (e.g. translator, support person etc.)
All feedback/ complaints should ideally be made within 12 months of the issue occurring.
Tasc accepts anonymous complaints and feedback. The same complaints process will apply, noting that there may be limitations on any investigation depending on the level of information provided.
3.2 Support people and Authority to Act
Complainants who would like a person to act or make a decision on their behalf must provide this authorisation in writing. Tasc may request proof of identity from the authorised representative.
Complainants who would like a support person to assist them with providing feedback or making a complaint are encouraged and supported to do so.
3.3 Accessibility
Tasc ensures that its complaints and feedback systems are easily understandable and accessible to everyone, particularly people who may require assistance, children, and their families. Information and support will be made available to clients and their support people by interpreter services where possible.
4 RESPONDING TO COMPLAINTS
4.1 Responsiveness
Tasc is committed to the following timeframes in responding to complaints:
Acknowledging the complaint
•Complaints will be acknowledged within two business days of receipt.
Investigation of complaint:
•Examining the complaint within 14 days of the complaint being received;
•Initial investigation of the complaint and deciding how to respond;
•Informing the complainant by letter/ email within 14 days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution.
Resolving the complaint
•Making a decision within two months of the complaint being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution;
•Informing the Complainant of the outcome i.e. that the complaint was upheld (and if so what will be done to resolve it), resolved (and how this has been achieved); or if no further action can be taken and the reasons for this;
•Informing the complainant of any options for further action if required (i.e. external resolution or referral pathways).
Reviewing the complaint
•If the complainant is not satisfied with the investigation and proposed resolution of their complaint or appeal they can seek a further review of the matter by referral to the CEO, ideally within 14 days from receipt of notification of the outcome.
4.2 Objectivity and fairness
Tasc will address each complaint with integrity and in an equitable, objective and unbiased manner.
Tasc will ensure that the person handling a complaint is different from any employee or volunteer whose conduct or service is being complained about.
Conflicts of interest, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original decision maker.
4.3 Confidentiality
Tasc will protect the identity of people making complaints where this is practical and appropriate.
Personal information that identifies individuals will only be disclosed or used by Tasc as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.
5 EXTERNAL REFERRAL
If at the conclusion of the resolution process set out in section, the Complainant is still dissatisfied with the outcome of their feedback or complaint and all internal review avenues have been exhausted, the Complainant has the right to refer their matter to an external agency. External agencies may include:
•The Complaints Resolution and Referral Service: for people with a disability
•The Commonwealth Human Rights and Equal Opportunity Commission: for complaints about discrimination on the basis of disability, sex, race, or age
•The Queensland Human Rights Commission: for complaints about discrimination, sexual harassment, human rights, or vilification
•The Legal Services Commission: for complaints regarding legal practices https://www.lsc.qld.gov.au/
6 RECORDS AND REPORTING
Tasc will maintain a register of complaints and feedback. The register will be maintained by the Quality Assurance team and will record the following for each matter:
•Details of the complainant and the nature of the feedback /complaint;
•Date lodged;
•Action taken;
•Date of resolution and reason for decision;
•Indication of complainant being notified of outcome;
•Complainant response and any further action.
Copies of all correspondence will be stored securely and the information kept confidential.
Results from this report will be reviewed by the Executive to:
•Inform service planning by including a review of complaints and appeals in all service planning, monitoring and evaluation activities;
•Inform decision making by including a report on complaints and appeals as a standard item on staff and management meeting agendas.
7 WHISTLEBLOWER COMPLAINTS
If a Complainant believe that their complaint meets the criteria of whistleblower activities as per the Corporations Act 2001 (Cwth), certain protections may apply to them. In these instances, the Whistleblower process should be followed. Please refer to the Whistleblower Protection Policy.
8 EMPLOYEE COMPLAINTS
Employee complaints are managed via the Employee Grievance, Conflict and Dispute Handling Policy.
9 BREACH OF POLICY
This Policy should be read in conjunction with all other Tasc Policies and Procedures. All employees are expected to comply with this policy. However, the policy does not form part of any Employment Contract or any other workplace participant’s contract for services. Employees and other workplace participants who breach this Policy may face disciplinary action, up to but not limited to, termination of employment or contract for services.