Complaints policy checklist

□ Responsiveness and timeliness: Complaints are handled quickly and timeframes are short and clear.

□ Clear explanation of complaint process and process is easy to follow. For example: Step 1 ... Step 2 ... .

□ Demonstrated commitment to resolution of complaints in line with service's vision, aims and objectives.

□ Assistance to lodge complaints is offered to clients.

□ Follow-up: Complainant is kept informed of the progress of the complaint.

□ Referral: Contact details of external services are provided to complainant, where a complaint is unresolved or complainant chooses to go elsewhere.

□ Use of advocacy and other supports is encouraged throughout the complaint process. Contact details for such services are provided.

□ Flexibility: Complaints can be received in a variety of formats, including verbally.

□ Resolution of complaints at the local level is encouraged, i.e. a client attempts to resolve issues directly with their supervisor or co-worker.

□ Statement about no retribution, and that complaints are welcome, are taken seriously, and will be handled honestly, fairly and without bias.

□ Confidentiality: Complainant's privacy is maintained and details about complaint remain confidential. Permission is sought from complainant if it is necessary to discuss the complaint with others.

□ Other opportunities for feedback, including anonymous feedback, are provided, e.g. suggestion box, focus groups, surveys.

□ Commitment to use information from complaints for service improvement.

□ Regular review of policy. Review date included.

□ Promotion: Policy is displayed and regular training is provided.

□ Statement about record keeping, i.e. keeping all records about complaint, including file notes of discussions.

□ Use of easy English with clear, short sentences. Where a complex term is used, an easy English definition is provided.

□ Availablility in other formats (e.g. Braille) as appropriate.