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Advanced Analytics Solutions Complaints Policy

 

Purpose

We recognise the importance of managing complaints to ensure quality standards are maintained for clients, employers and apprentices, that their rights are protected, and that any and all issues are addressed in the most diligent and appropriate manner, upholding both their rights and complying with all regulations, standards and relevant laws.

The purpose of this Complaints Policy is to outline the standards and procedure that we will follow in receiving and dealing with a complaint from any stakeholder body.

We expect all employees, associates and partners to observe both the standards and procedure set out in this Complaints Policy. Compliance with this Policy is expected, and non-compliance may result in disciplinary action.

The procedures outlined in this Policy aim to achieve consistent treatment in the handling of complaints and provide a procedure to follow in the event a complaint is received.

 

Applicability

This policy is applicable to all employees, associates and partners.

The Complaints Policy does not form part of any employment, or other contract nor does it form part of any other participant’s contract for service.

This Policy does not apply to personal grievances of employees themselves, related to discrimination, harassment or bullying.

This Policy does also not apply to disputes between ourselves and Contractors/sub-contractors, Service Providers or any other personnel or organisation under a service agreement, memorandums of understanding or any other formal agreement.

 

What is a complaint?

 A complaint is any type of problem, concern or complaint related to the care or services we provide to a client, participant or apprentice.

A complaint can be about any act, behaviour, omission, situation or decision impacting on the participant which they believe to be unfair or unjustified, unacceptable or unsatisfactory.

 

Dealing with complaints

We recognise that our clients may not exercise their right to complain if they feel they are being treated unfairly or are feeling aggrieved.   Accordingly, we will endeavour to provide a fair and just working environment, by aiming to ensure that clients have access to processes for the resolution of genuine complaints related to the care or services they receive.

As such, we will use reasonable endeavours to:

  • encourage clients to come forward with complaints;
  • deal with complaints in a supportive way, without victimisation or intimidation of any person connected with the complaint;
  • encourage fairness, impartiality and the resolution of complaints as reasonably promptly and as close as possible to the source of the complaint; and
  • have managers and supervisors seek to prevent and resolve complaints.

 

Policy 

  • All clients will be informed of their right to complain without affecting access to our services
  • All clients have the right to appoint a representative or access an advocate of their choice (in line with their employer’s policies)
  • All clients will be encouraged to complain if ever they want or need to complain.
  • All clients will be given access to this policy, including our complaints resolution mechanism.
  • All clients will be provided any assistance that they may need to use our complaints resolution mechanism.
  • All clients will also be advised of what other mechanisms are available to address complaints.
  • All persons involved in the complaints process will be treated fairly and without bias.
  • Complaints will be dealt with promptly, confidentially, and without retribution.
  • A complaint may be informally or formally, and may be made orally or in writing, and be made anonymously. Oral complaints may be made in person or by phone. Written complaints may be submitted by email or mail.
  • A complaint form will be supplied to all clients upon their admission into a service or program. A feedback form will be supplied all clients prior to or upon their exit from a service or a program.
  • We will address complaints in the following ways. All complaints will be:
    • Acknowledged, investigated and remediated.
    • Handled in a fair and positive manner with confidentiality maintained throughout the process.
    • Recorded on the Complaints Register (minor and major) for future reference. The complaints Register includes details of the complaint, the actions taken and the outcomes of the complaint.
    • Handled with the aim of resolving the complaint appropriately, and making any warranted improvement to procedures, service delivery and policy.
    • Immediately upon receipt, complaints will be triaged according to the Complaints Resolution Mechanism outlined below. This assessment should be carried out by the most senior consultant available in order to assess the priority of the complaint according to the Complaints Resolution Mechanism.
  • All complaints must be acknowledged as soon as practically possible, investigated as soon as possible, responded to and resolved as soon as possible.
  • All complaints must be acknowledged not later than 5 days after receipt, and a response provided within 21 working days.
  • For serious complaints (Level 2 or above), or complaints relating to an organisational policy, complaints must be:
    • Acknowledged in writing within 5 days upon receipt, and whenever possible the matter resolved, within 21 working days
    • Forwarded immediately to a Partner.

 

Complaints Resolution Mechanism 

Whenever a complaint is received, we will endeavour, if appropriate, to address the complaint in line with the following procedure.

Level 1: Easily resolved issues or incidents requiring minimal intervention

  • This type of complaint is most likely to be received verbally.
  • For easily resolved issues or incidents requiring minimal intervention.
  • Attempts should be made in the first instance to resolve a complaint in a simple and informal way at consultant level.
  • A written record of the issue will be made but no formal record of the complaint is required.
  • Communication by writing (e.g. email) should be avoided for level 1 complaints.
  • The complaint should be discussed in the first instance by phone or in-person, though if anything more than minimal communication is required, the parties should agree to meet in person to discuss and aim to resolve the complaint together.

Level 2: More complex issue or incident requiring intervention from key personnel

  • If the issue or incident cannot be resolved in an informal way or is received in writing, formal process needs to be commenced.
  • A written formal record of the issue is required.
  • A Complaints Investigation form must be completed for a level 2 complaint.
  • A Partner must be immediately made aware of the complaint and must manage the complaint resolution process.
  • The party raising the concern should be requested to us of the issue that requires addressing and advice of what actions are required to address those concerns.
  • We must respond in writing to the issues of concern and the actions which are required to address those concerns.
  • The parties are to then implement an agreed solution to the issue of concern within an agreed time frame.

Level 3: Critical incidents requiring external intervention or an independent mediator or complaints unable to be satisfactorily resolved by us

  • Any complaint that potentially has significant follow-on implications for us
  • The Partners are required to be notified immediately and will manage the complaint resolution process.
  • A written formal record of the issue is required.
  • A Complaints Investigation form must be completed for a level 3 complaint.
  • If the parties are not able to agree to the manner in which the issue of concern is to be resolved within the proposed time frame, and therefore it becomes a dispute, then the we will request the other party to agree to refer the dispute to an independent suitably qualified person (“the mediator”) agreed to by both parties for resolution.
  • The decision of the mediator is to be implemented by the parties, unless the mediator is unsuccessful in resolving the dispute.
  • The parties agree that even though there may be a dispute regarding a matter under various Agreements, that all other obligations unaffected by the dispute are to be fulfilled as intended by those Agreements.
  • We will ensure that the other party receives advice of what other mechanisms are available to address complaints.

 

All consultants should also:

  • Promote the importance of this policy.
  • Maintain confidentiality when conducting investigations into complaints and disputes.
  • Avoid bias in decision making.
  • Ensure compliance with procedures when carrying out counselling, coaching and feedback.
  • Do not condone, permit, or fail to report any breaches of the above policy by workplace participants under their supervision.

 

Variations

We reserve the right to vary, replace or terminate this policy from time to time and as required to suit specific circumstances.   Only Partners are authorized to deviate from this policy.