It is the policy of Blitzit Bookkeeping Services (trading as Blitzit Plan Manager) that individuals can raise and resolve any complaints or disputes regarding the provision of service.
Principles
Blitzitbookkeeping believes its policies, practices and procedures should ensure that, in order to maintain good relationships and to ensure equal opportunity, there is a method of identifying legitimate causes of dissatisfaction among individuals. Therefore we have implemented procedures to resolve complaints or disputes to ensure that any such complaint or dispute will be made without fear of victimisation.
Scope
For the purpose of this policy “individual” refers to staff, clients, volunteers, parents carers, commercial clients and participants.
What is a complaint?
Extract: Australian Standard: Customer Satisfaction
Any expression of dissatisfaction made to an organisation related to its services or service quality, decisions, policies, procedures, charges or fees, employees, or the complaint handling process itself, where a response or resolution is explicitly or implicitly expected.
What to do we do when someone makes a complaint?
Below is an example of how to manage complaints as outlined in the NSW Ombudsman – Clock Model Complaint Handling Step-by-Step guide.
The clock model for complaint handling is a roadmap for interaction not a specific formula. The nature of the situation will inform which aspects of each step you should use. We many need to repeat some steps.
Procedure
Staff and clients will be involved in the development and review of complaints and disputes policies and procedures and will receive on-going information and training.
Pursuant to the following procedures, in the event of complaint, a Complaint Form (Appendix 1) will be completed. All details, actions, agreements and resolutions relating to that complaint will be recorded, signed by those involved and kept in an Individual Complaint file (numbered for cross reference to the Complaints Record [Appendix 2]). The Individual Complaint file and the Complaints Record file will be kept in the General Manager’s (GM) office.
The GM is the senior Complaints Officer and is the final person responsible for resolving complaints. Should resolution not be forthcoming, or if the complaint involves the GM, then the final authority for complaint resolution is the National Disability Insurance Agency (NDIA).
All individuals involved with a complaint should be aware or have access to a copy of the policies and procedures involved.
Anyone dealing with the complaint, at all levels, will consider whether or not the complaint is of such a serious nature that it requires reporting to the police or another body. If this is the case, the matter is taken to the GM for the appropriate action.
All complaints and any subsequent information/action will be regarded as private and confidential and relevant policies and procedures will apply. Consequently, a minimum number of people will be involved and all effort will be made for the complaint to be made in private.
A complaint can be made about anything an individual reasonably feels is unfair or inappropriate and all complaints will be treated seriously. Complaints can be written or verbal. In the case of verbal complaints, the complaint should be documented by an appropriate staff person or the GM and the complainant requested to sign.
All help will be given, where needed to formulate and lodge complaints.
Individuals can have a support person at any stage of the procedure. The individual can be represented by the relevant Third Party and the organisation can be represented by the appropriate employer’s representation. This is more appropriate at the formal level, but can be used at any time.
STEP 1 INFORMAL LEVEL.
The informal level of complaints gives the service the opportunity to solve issues raised prior to proceeding to STEP 1. All issues raised in this informal process will be documented to track the necessary service improvements that need to be made. Such issues are to be recorded in writing through email to Blizitbookkeeping. It is the responsibility of the GM to ensure that these matters are dealt with appropriately and escalated as required.
STEP 2 – GENERAL MANAGER
When a complaint or dispute is made, but the initial attempt to resolve the issue/problem through discussion at this informal level is unsuccessful, the first action/option is to hold a meeting with each person. This is still STEP 1.
If the issue is not resolved at this informal level, the person receiving the complaint will inform the person making the complaint about the options.
The formal level of complaint then follows.
If the issue is of a serious nature, e.g. physical or verbal assault, destruction of property, theft, harassment of any form or a serious breach of the Service Agreements, the complaint will immediately be at the formal level.
The GM will explain to the person making the complaint what is involved at the formal level – people, policies, time frames, records, agreements (written/oral) and how complaints can be resolved.
When a member of staff is the subject of a complaint, that person is informed as soon as possible and asked for their response to the allegations. If requested by the GM, that staff member must provide their response in writing.
The person making the complaint will be advised of the appropriate support agencies and whether they wish to make use of a support person at this stage.
The GM will undertake the necessary enquiries to consider the matter and all parties will be consulted and informed about the progress of the complaint.
On-going time limits will be agreed upon and set and all efforts will be made to resolve a complaint within ten (10) working days.
If the issue cannot be resolved to the reasonable satisfaction of the complainant by the GM, the complaint shall be directed to NDIA if unresolved.
No action will be taken against any person for making a complaint.
Anyone handling a complaint will be aware of the possibility of intimidation or victimisation of the person making the complaint and take steps to ensure that this does not occur.
While these procedures are being followed, normal work will continue at the discretion of the GM.
STEP 3 – EXTERNAL LEVEL – FORMAL LEVEL
If the issue is not resolved the complainant will be advised of the option to go to external agency, such as the National Disability Insurance Scheme (NDIS) or NSW Ombudsman or Complaints Resolution and Referral Service. This is the external level.
No action will be taken against any person for making a complaint.
Anyone handling a complaint will be aware of the possibility of intimidation or victimisation of the person making the complaint and take steps to ensure that this does not occur.
A complainant may take their complaint to an outside agency at any stage of the Complaints Procedure.
While these procedures are being followed, normal work will continue.
