Complaints and Appeal Procedure:
The complaints procedure requires a complainant to agree to:
- 1. Discussion/conversation with the person/s against whom the complaint has been made. This is an initial effort to resolve the issue.
- 2.If the matter is unable to be resolved at this level, the complainant can formalise the complaint and the written complaint can be lodged with the CEO or their delegate. At this level the complainant should be given an opportunity to present his or her views in person to the CEO or delegate, in support of their complaint. The outcome is to be reported and forwarded in writing to the complainant within seven days of the hearing.
- 3. If the complaint is still unresolved, it may be referred to the CEO or delegate and an external mediator arranged.
- 4. All complaints are to be recorded in the Complaints Register as per the Complaints and Appeals Policy and Procedure. Whatever the result, the complaint and the course of action taken are to be recorded. The resultant documentation is to be presented at Management Meetings so that action can be implemented to correct and improve the processes giving rise to the complaints.