POLICY

The TCCC supports the rights of consumers to complain about service provision or individual staff members and will endeavour to manage complaints in an open, fair and predictable way.

PRINCIPLES

1.        Encourage clients to provide feedback on service provision

2.        Allow the opportunity to provide feedback with anonymity, if required

3.        Provide appropriate methods/channels for client feedback, including people from diverse cultural and linguistic backgrounds

4.        Monitor feedback and respond appropriately, modifying service design and/or procedures where necessary

5.    Manage complaints in an open and fair way, reflecting the principles of natural justice

GRIEVANCE PROCEDURES

Formal complaints will be responded to in the following manner:

1.      Parties to the dispute try to resolve the matter themselves, until

§           either party wishes to refer the matter further, or

§           the dispute is resolved.

2.      Dispute referred to the Coordinator in writing, or if the dispute involves the Coordinator, to the management committee in writing for mediation (either a suitably qualified member or sub-committee). An advocate is to be arranged for the consumer to assist with this process, if required:

§           dispute generally to be acknowledged with within two weeks

3.      Dispute referred to external committee comprising at least two representatives from other appropriate services. Advocate to be arranged for consumer, if required.

§           dispute generally to be dealt with within four weeks – external review participants to arbitrate and make a decision binding on the organsiation.