Client Complaints and Grievances Policy

Effective 01/01/2025

Procedure

Professional Development

There are many factors that influence a client’s decision to make a complaint. There are also a number of types of complaints that can be made.

Examples of factors and types of complaints include:

Service delivery complaints

  • dissatisfaction with service provision
  • accuracy and timeliness of information
  • communication breakdown
  • cultural issues
  • stress and fatigue
  • incidents of conflict
  • inappropriate behaviour of staff and volunteers
  • poor maintenance of facilities and equipment
  • client abuse, harassment, discrimination, and neglect
  • breach in client confidentiality.

Governance complaints

  • financial mismanagement
  • fraud
  • procedures followed not in accordance with the organisation’s constitution or organisational policies.

Complaints of potentially criminal nature

  • If the complaint has criminal implications, such as fraud or abuse, then the Police should be notified immediately.

Methods of complaint

There are two ways clients may choose to make a complaint to the organisation:

  • verbal – face to face or by phone
  • written – formal letter, e-mail.

Anonymous complaints

Some clients may wish to remain anonymous in making their complaint. This should be respected, and the complaint investigated.

Responding to complaints

All client complaints should aim to be handled and resolved in a timely manner, wherever possible, using the following process:

Verbal complaints

  • It is suggested that employees:

o listen carefully and respond to the client in a polite and respectful manner

o clarify your understanding of the complaint and ask the client how they would like the complaint resolved. Wherever possible, try to resolve the complaint at the time.

  • If the circumstances do not allow the complaint to be resolved immediately, direct the complaint to the Director.
  • If the Director is unavailable, the complaint should be directed to the staff member with the most appropriate skills to handle the matter.
  • If the client wishes only to speak with the Director, arrange a meeting between the Director and the client at a time that is mutually convenient.
  • Advise the client that they may submit the complaint in writing. See Client Complaint Form.
  • Follow the process for written complaints below.
  • Record complaint in the Client Complaint register.

Written complaints

  • All complaints of a serious nature, e.g., corruption, fraud, harassment, etc. should be submitted in writing and referred to the Director for investigation. If the complaint involves the Director or the client feels that the Director is not the appropriate person to handle the complaint, refer the client to external avenues as listed below.
  • Upon receiving a written complaint, the Director should aim to provide a response within ten (10) working days.
  • The response may include the following:

o confirmation that the complaint has been received and the matter is being investigated

o an understanding of the complaint

o suggested actions for resolving the complaint

o complaint process, including the estimated timeframe for resolution

o client satisfaction and right to appeal

o contact name and number.

Appeals and seeking outside assistance

  • If the complaint involves the Director, Jodi-Maree Cronin, the matter can be referred externally as outlined below.
  • If the complaint cannot be resolved internally, an option could be to seek support from the Dispute Resolution Branch of the Department of Justice and Attorney General. Dispute Resolution Branch, Brisbane Magistrates Court Level 1, 363 George Street, Brisbane Qld 4000

Email: drc.sq@justice.qld.gov.au

Ph: (07) 3239 6007, Toll free outside Brisbane 1800 017 288 Fax: (07) 3239 0200

Hours: Monday to Friday, 9:00am to 4:30pm

  • If the complaint still cannot be resolved, the client should be informed that they have the right to make a complaint to the Office of the Ombudsmen.

Queensland Ombudsmen Level 18, 53 Albert Street, Brisbane QLD 4000 GPO Box 3314, Brisbane QLD 4001

Ph: (07) 3005 7000, Toll Free (outside Brisbane): 1800 068 908 Fax: (07) 3005 7067

Website: https://www.ombudsman.qld.gov.au/about-us/contact-us

Hours: Monday to Friday, 8:30am to 5:00pm

  • For all NDIS related complaints, clients can access the NDIS Quality and Safe Guards Commission on Ph: 1800 035 544 or via website www.ndiscommission.gov.au

Seeking Feedback

Dogz 4 Life regularly review client satisfaction to gain feedback for continuous improvement, with results reviewed by the Director Jodi-Maree Cronin.

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