Our Complaints Policy

1. Purpose


The purpose of this policy is to ensure that all complaints are handled fairly, consistently, and in a timely manner. We aim to resolve complaints effectively and utilise the feedback to enhance our services.


2. Scope


This policy applies to all employees, customers, and stakeholders who wish to file a complaint about our services or personnel.


3. Definition of a Complaint


A complaint is any expression of dissatisfaction, whether oral or written about the service, actions, or lack of action by the organisation, its employees, or others acting on its behalf. Only legitimate complaints will be considered. Personal remarks or attacks, whether made in person or online, will not be tolerated and will be disregarded.


4. How to Make a Complaint


Complaints can be made in the following ways:


  • In person
  • By text
  • By telephone
  • By email
  • Via online video
  • In writing


5. Complaint Handling Process


a.  Acknowledgment: All complaints will be acknowledged within five working days of receipt.


b.   Investigation: A designated officer will investigate the complaint, such as the Service Manager. This process may involve gathering information from the complainant and any relevant employees.


c.   Resolution: A proposed resolution will be communicated to the complainant within 15 working days of acknowledging the complaint.


d.  Follow Up: If the complainant is unsatisfied with the proposed resolution, they may request a review by a senior committee member.


6.  Escalation Process


If a complaint is not resolved to the complainant's satisfaction through the initial handling process, it can be escalated in the following ways:


a.    Request for Review: The complainant can request a review of the complaint by a committee member.


b.   External Review: If the complainant is still not satisfied with the resolution, they may seek an external review by an independent body or regulatory authority.


7. Confidentiality


All complaints will be handled confidentially, and information will only be shared with those who need to know to resolve the complaint.


8. Record Keeping


A record of all complaints, investigations, and resolutions will be kept for 6 years.


9.  Continuous Improvement


Complaints will be analysed periodically to identify any trends or areas for improvement. This information will be used to improve our services and prevent future complaints.