Complaints Policy

June 15th 2015

Complaints Management

Family Focus Consultancy (FFC) commitment to service is backed by a professional team dedicated to providing excellent service to teachers, parents and schools. Our aim is to continuously improve our service by regularly surveying our customers to ensure we are meeting their needs and expectations and encouraging feedback on our performance. This Policy provides comprehensive guidelines for customer feedback and complaints

1. Purpose, scope and principles

Purpose

The purpose of this Policy is to:

  • provide an avenue for customer communication and feedback;
  • recognise, promote and protect the customers rights, including the right to comment and provide feedback on service;
  • provide an efficient, fair and accessible framework for resolving customer complaints and monitoring feedback to improve service delivery;
  • inform customers on the customer feedback handling processes; and
  • provide staff with information about the customer feedback process.

Scope

The Complaints Management Policy details the major components of the management of feedback. The components include the receipt, management and determination of all customer feedback.

Definition of complaint

A complaint is:

Any expression of dissatisfaction or concern made to FFC by, or on behalf of, an individual client including government agencies group or member of the public, that relates to the organisations products or services, or the performance, behaviour and conduct of staff, or the complaints handling process itself.

A complaint may be made in person, by phone, via website feedback, social media contact, email or in writing.

Principles of effective complaints management

The customer complaint policy is based on the following principles:

  • customers should be encouraged to voice their concerns at the point of service as soon as they feel unsatisfied. Staff may then be able to resolve the matter without delay;
  • wherever possible, complaints should be resolved at the point from which they originate; and
  • information about how and where to complain should be well publicised to customers, personnel and other interested parties.
  • Complaint management mechanisms should be easily accessible to all complainants. The process should be easy to find, use and understand.

Objectivity

Each complainant should be addressed in an equitable, objective and unbiased manner through the complaints handling process. The principles of objectivity include:

  • Openness; to ensure both personnel and complainants understand the complaints handling process.
  • Impartiality; to ensure a balanced consideration of all information/evidence is undertaken before a complaint can be resolved without fear or favour.
  • Confidentiality; to ensure the complainants and customers identities are protected.
  • Accessibility; to ensure all parties concerned are aware of the complaints handling process and the lodged complaints progress.
  • Completeness; to ensure all available information/evidence has been collected from both sides.
  • Equity: to ensure equal treatment to all people.
  • Sensitivity; to ensure each case is considered on its merits, paying due care to individual differences and needs.

2. Policy

Customer rights

All members of staff will comply with the minimum standards of conduct and integrity based around the principles of personal integrity, relationships with others, and accountability.

Where a customer raises a complaint, they have the right to have that complaint:

  • received and addressed in strict confidence;
  • addressed in a spirit of helpful cooperation and sensitivity; and
  • resolved promptly.
  • To assist in achieving this, complaints will be kept separate from other records held by FFC.

Staff rights

The Complaints Management Policy is designed to identify opportunities for improving customer satisfaction with the delivery of products and services and enhance the customer/provider relationship. However, it is recognised that complaints will sometimes name individual staff. staff have certain rights, including the right to appropriate feedback and communication on work performance, fair and consistent treatment and reasonable avenues of redress. These rights are to be respected at all times, particularly in complaints where staff are cited.

Specific responsibilities

All staff

are responsible for receiving customer feedback;

  • are to give priority to assist in the resolution of customer complaints. They will resolve minor verbal complaints where appropriate or refer more serious verbal or written complaints directly to a Director; and
  • shall record the details of minor verbal complaints received and resolved and send a Director.

Directors

ensure that the Complaints Management Policy is implemented ;

  • advise the Chief Executive Officer of the nature of any major complaints and action taken/to be taken;
  • document all complaints received and how they were resolved, including any changes that may be required to delivery of service; and
  • review and investigate all unresolved complaints under the direction of the CEO

CEO

will take overall responsibility for any complaints and have them addressed through Directors or staff as appropriate.

All documentation regarding complaints should be placed on the official complaints file:

Complaints management should be referenced in the relevant reports and information will include:

  • number of complaints received; and where appropriate,
  • amount of time taken to resolve the complaints; and
  • service improvements made as a result of the complaints received.

June 2015

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