Compliments and Complaints
TFSS is committed to ensuring that any person or organisation using our service has an opportunity to provide feedback, has the right to lodge a complaint or to appeal a decision made by the organisation. Clients and stakeholders have a right to have their concerns addressed in ways that ensures access and equity, fairness, accountability and transparency. TFSS accepts informal and formal complaints and any persons making a complaint will be treated respectfully and without discrimination. TFSS considers that the safety and rights of individuals as paramount and therefore any complaints made are treated as confidential.
TFSS aims to resolve complaints in the shortest possible time. Where a complaint requires further investigation the person making the complaint will kept informed at appropriate stages during the process and any decisions made will be based on the facts presented.
If required TFSS will provide assistance for service users to make their complaint
Tamworth Family Support will:
- consider all complaints it receives
- treat all complainants with respect, recognising that the issue of complaint is important
- maintain confidentiality of parties involved, keeping any information private to those directly involved in the complaint and its resolution
- ensure advocacy is available to clients who make a complaint and require support
- resolve complaints, where possible, to the satisfaction of the complainant
- deal with all complaints in a timely manner
- keep parties to the complaint informed of progress of the complaint
- ensure that members of management committee, staff, volunteers and others are given information about the complaints management procedure as part of their induction and are aware of procedures for managing client feedback and complaints.
- ensure all service users, stakeholders and members are aware of the Complaints Management policy and procedures
- ensure that a complainant is not penalised in any way or prevented from use of services during the progress of an issue.
- ensure that feedback data (both positive and negative) is considered in organisational reviews and in planning service improvements.
Making a complaint
A person wishing to make a complaint may do so in writing or verbally to:
- the staff member they were dealing with at the time
- the Team Leader or Direct Line Manager of that staff member
- the Business Development Manager
If they are concerned about management of their complaint they can contact:
- TFSS General Manager or Quality Assurance Coordinator,
- or the NSW ombudsman
If the complaint is about:
- a staff member, the complaint will normally be dealt with by the Business Development Manager
- a Team Leader or Senior manager the complaint will normally be dealt with by the General manager
- The General Manager the complaint will normally be dealt with by President Management Committee
What happens when a complaint is received
The Business Development Manager or Delegate will investigate the complaint and will inform the person making the complaint that it has been received and provide them with information and the expected time frame for resolution
- the complaint will be examined within 5 days of being received
- the Business Development Manager or Delegate will investigate the complaint and decide how to respond
- the complainant will be informed by letter within 14 days of the complaint being received of what is being done to investigate and resolve their issue, and the expected time frame for resolution.
The Business Development Manager or Delegate will resolve the complaint by:
- making a decision or referring to the appropriate people for a decision within 28 Days of the complaint being received
The person making the complaint will be informed of the outcome of their complaint with the following information being passed along to the complainant:
- the complaint has been upheld and what has been done to resolve this
- how the complaint has been resolved
- If no further action can be taken, the reasons for this.
- The complainant will be informed of any options for further action if required
Lodging an appeal
Clients or their advocates can lodge an appeal if they disagree with a decision made by the organisation, or by a staff member, related to their complaint. An appeal should be made in writing on a Complaints and Appeals form and submitted to the General Manager or Quality Assurance Coordinator.
Written complaints and compliments may be sent to firstname.lastname@example.org The executive assistant will be responsible for receiving this correspondence and directing it to the appropriate person.
If you would like to compliment TFSS please give us a call on 02 6763 2333 or send an email to email@example.com.