Carers NSW Complaints

CARERS NSW COMPLAINTS POLICY

Policy

Carers NSW recognises the important role of an effective complaints management process in providing high quality customer service. At Carers NSW we acknowledge that we are accountable for our decisions and actions and our complaints management process is designed to ensure that we are customer-focused and can respond in a timely and appropriate manner to client and service provider complaints. The complaints management process plays an important role in identifying problems and providing information to improve our business processes.

Carers NSW complaints policy has been developed in accordance with the principles outlined in AS ISO10002-2006. It provides the guidelines for formal and informal complaints resolution and provides information on external review for unresolved complaints.

Our Commitment

Carers NSW Board of Directors, CEO and Management are committed to

• promoting and supporting an effective complaints process that is receptive to client and service provider complaints and that encourages consumer feedback
• developing a culture that respects people’s right to complain about any aspect of the organisation’s operations
• ensuring that appropriate resources are allocated to manage the complaints process including adequate employee training
• determining and implementing remedies through the complaints management process
• documenting complaints and reporting on the operation of the complaints management process
• utilising information gathered through the complaints management process to review and improve our internal business processes

Complaints Management Process

Carers NSW complaints management process is structured to ensure there is a fair and detailed consideration of complaints that will result in a satisfactory resolution for the complainant. It provides for internal review of the complaint as well as an external and independent review where necessary.

1. Frontline Complaints Function

Empowers all Carers NSW staff to resolve less serious complaints at the outset quickly and efficiently.
Involves
• Complaints registration
• Attempted resolution of the complaint
• Referring higher level complaints directly to the next stage

2. Internal Complaints Review

Undertaken by the designated Complaints Advisor to resolve complaints when a review of the frontline decision is requested or the matter is unsuitable for frontline review.
Involves
• Coordinating the internal complaint resolution process
• Providing timely and consistent responses to the complainant
• Resolution of the complaint

3. Independent External Review

When complaints remain unresolved after internal review the complainant will be advised of their external review rights. Depending on the circumstances, clients can approach a number of external review organisations and tribunals.
Involves
• Referring complainants to the NSW Ombudsman, the independent and impartial overseer of community services in NSW or other appropriate external agency.
• Responding to enquiries from the Ombudsman or other agency in a thorough, prompt and consistent manner, addressing all requests for information.

Carers NSW may also identify that a complaint should be referred to an external agency for review.

Roles and Responsibilities

All Carers NSW employees are responsible for providing a high standard of service to clients and service providers and play an integral role in the frontline complaints handling process. They have the authority to address less serious complaints as they are received and should address such complaints quickly and efficiently following the procedure set out below. This would include complaints such as incorrect address, errors in records and lack of response to correspondence or telephone calls.

Register the complaint in the Complaints Register ensuring all details are completed
Take the necessary steps to rectify the complaint, communicating and working with appropriate Carers NSW staff to find a satisfactory solution.
Notify the complainant about the corrective action that has been taken
Update the Complaints Register to record the action that has been taken to resolve the complaint and any corrective action that is necessary to avoid further similar complaints.
Advise the appropriate Executive Unit Manager of any recommended corrective actions
Where the complainant requests a review of this initial response, the complaint should be forwarded to the designated Complaints Advisor for further action.
Where, after initial assessment, the complaint is found to be unsuitable for frontline review, the complaint should be forwarded to the Complaints Advisor

The Complaints Advisor is responsible for coordinating the internal complaint resolution process when a less serious complaint has not been satisfactorily resolved through the frontline complaints handling process or the complaint is of a more serious nature. The Complaints Advisor is also responsible for the maintenance and monitoring of the Complaints Management Record System. When handling a complaint the following procedure should be followed.

Request the complainant to complete the Complaints Form which must be made available to the complainant. This form can be accessed on our website at www.carersnsw.asn.au. Assistance can be provided to complete this form, including the provision of a translating and interpreting service. Additional information may be sought from the complainant during the complaint resolution process.
Register the complaint in the Complaints Register, ensuring all details are completed and data is updated to reflect the current status of the complaint.
Review the complaint and refer it to the appropriate Unit Executive Manager for further investigation.
Review all written responses for consistency, accuracy and completeness
Work with the Unit Executive Manager, Executive Management team and Team Leaders where appropriate, to find a satisfactory resolution of the complaint.
Provide timely and consistent updates of the complaints resolution process to the complainant and any Carers NSW staff involved
Communicate the outcome of the complaint to the complainant in writing.
Report the outcome of the complaint to Carers NSW Executive Management and any relevant staff, making recommendations for system enhancements that may prevent complaints of a similar nature in the future.
If the complainant requests a review of the complaints handling process or appeals the decision, the Complaints Advisor will advise the complainant to appeal in writing to the CEO of Carers NSW.

Note

If the complaint is against the Complaints Advisor, the complainant should be referred directly to the CEO who will be responsible for undertaking the complaints handling procedures.
If the complaint is of a legal or criminal nature, the Complaints Advisor should inform the CEO of the complaint. The CEO will then notify the President of the Board and the matter will be referred on to the appropriate authorities.

Managers and Supervisors are involved in frontline complaints resolution as well as assisting the Complaints Advisor to investigate and resolve complaints. Managers and Supervisors also play an important role in identifying and recommending improved business processes to enhance our service provision to clients and service providers.

The CEO is responsible for overseeing the appeals process. On receipt of a written appeal from the complainant, the CEO will investigate all aspects of the complaints handling process with the view to resolving the complaint satisfactorily. The CEO will advise the complainant in writing of any actions or decisions made.

Response Timeframes and Communication

Carers NSW is committed to responding quickly and courteously to complaints from our clients and service providers and to making it easy to lodge a complaint.

We have a Complaints Register accessible to all CarersNSW employees where all complaints are recorded and monitored
A copy of our complaints policy and a complaints form that can be lodged electronically is on our website
We can provide assistance to those wishing to make a complaint including access to a translating and interpreting service.

The following table outlines our response times for each type of complaint.

Nature of Complaint	Referred to	Initial Verbal Contact	Resolution
Lower level/less serious complaints	Frontline	Immediately	2 working days
Referred complaint from frontline	Complaints Advisor	Within 2 working days	10 working days
Higher level/more serious complaints	Complaints Advisor	Within 2 working days	10 working days
Complaints Appealed	CEO	Within 5 working days	15 working days
Unresolved Complaints	NSW Ombudsman or other External Authority

Objectivity and Fairness

Carers NSW is committed to responding to complaints objectively and fairly

All complaints are recorded in our Complaints Register and are objectively evaluated to ensure fairness and compliance with all relevant legislative requirements
The Complaints Advisor will act in an impartial and unbiased manner and if it is deemed that the Complaints Advisor has a personal interest or involvement, the complaint will be referred to the CEO.
All complaints are treated confidentially
The lodgement of a complaint will not compromise the complainant’s ability to access services provided by Carers NSW.

Resources and Training

To support an effective complaints management process, Carers NSW provides training to our staff and the complaints management policy and process is available to all staff on our Business Management System located on the Intranet.

Carers NSW has a dedicated Complaints Advisor to manage the internal review process.

The Complaints Register records and tracks complaints to ensure accuracy and quick response times and is also used as a reporting tool to analyse complaint trends and assess business practices.

Business Improvement

Carers NSW regards the complaints management process as an important component of our review of business practices and are committed to learning and improving as a result of complaints. The effectiveness of our complaints process is monitored and reported to the CEO an Executive Management on a regular basis and the information is utilised to increase the effectiveness of our overall business operations.

External Review

Carers NSW acknowledges that its decisions and actions in the complaints handling process can have a significant impact on individuals and attempts to resolve all complaints in a fair manner. We also recognise the right to appeal our decisions and undertake to advise complainants of their rights to review by an external independent agency. We will provide contact details for the NSW Ombudsman or other external authorities on request.

References

Complaints Form (online)

NSW Ombudsman

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page updated 10 February, 2010