xi. Responding to client complaints
Purpose
This procedure outlines the process for responding to client complaints through the department's complaint management system.
Authority
- Policy No. 295-4: Complaints Management Policy and Procedure
Introduction
The purpose of the complaints management policy and procedure is to provide guidance to departmental staff when responding to a person who raises a complaint about the decisions the department has made, the service it has provided and/or the behaviour of departmental staff.
The complaint management process identifies and classifies matters into three types:
- enquiry;
- complaint; and
- case review.
Addressing client complaints
There are three levels in addressing complaints made by clients:
- a CSSC level response;
- a zonal level response; and
- a Central Complaints and Review Unit (CCRU) response.
1. CSSC level response
Enquiries and complaints are addressed at the service delivery point closest to where the decision was made. CSSC staff are responsible for managing all matters relevant to their service provision and their clients, wherever possible. It is the role of a departmental officer to address any matters as they arise in the course of client contact, and to maintain accurate and complete records. Where complaints arise, clients are to be provided with a copy of the brochure 'Do you have a complaint about the Department of Child Safety?'.
The CSSC manager is responsible for managing all complaints that have not been resolved at a lower level and initiating a process to achieve a timely and appropriate outcome.
If a client or a departmental officer believes a matter cannot be resolved, or addressed impartially at the CSSC level, they may refer the matter to the zonal CRO or the CCRU at any time.
2. Zonal level response
Where a matter is referred to the zonal CRO, the CRO will either:
- refer the matter back to the relevant CSSC, where the CSSC has not had the opportunity to address the matter;
- work collaboratively with the CSSC to achieve a timely and appropriate outcome; or
- refer the matter to the CCRU, where they believe there is a conflict of interest, or a perceived conflict of interest, at the zonal or CSSC level.
The client or a departmental officer may seek to refer the matter to the CCRU at any stage in an enquiry, complaint or request for a case review process, if they believe impartiality or perceived conflicts of interest may exist.
3. Central Complaints and Review Unit (CCRU) response
Where a matter is referred to the CCRU, the staff of the CCRU will work collaboratively with the CSSC and CRO to address the matter in a timely and appropriate manner.
Where a client contacts the CCRU directly, the CCRU will determine at which level the matter will be responded to. Where a CRO contacts the CCRU, negotiation will occur to determine the appropriate response.
Support persons
The client has the right to a support person at any stage of the complaint management process. Support people may include a friend, advocate, interpreter and/or community elder. CSSC managers, staff of the CCRU and CROs (action officers) are required to explain the confidentiality provisions and requirements of the Child Protection Act 1999 to support persons.
Exceptions
Responses to some types of matters are covered by departmental policies other than the complaints management policy. These matters are outside the scope of the CCRU and will be referred to the appropriate body. For example:
- for matters of concern raised in relation to the standard of care provided to a child in out-of-home care, refer to 'Policy No. 326-4: Responding to Matters of Concern raised in relation to the standards of care provided to children and young people in alternative care';
- for allegations of suspected harm or risk of harm to a child, refer to 'Policy No. 387-2: Notification';
- for criminal behaviour, official misconduct or staff disciplinary matters, refer to 'Policy No. 461-1: Crime and Misconduct Commission - Notification of suspected official misconduct' and 'Policy No. 163.3: Human Resources - Discipline' or Ethical Standards Unit;
- for grievances by departmental officers, refer to 'Policy No. 33-4: Human Resources - Grievance Resolution';
- for matters that are before a court, tribunal, internal or external review body, refer the matter to the CSSC;
- for case work matters being considered at a CSSC level with a decision still pending, refer the matter to the CSSC;
- for placement and contact decisions, refer to 'Policy No. 369 -1: Participation in Decision-Making - Children and Young People in Alternative Care' and/ the Children Services Tribunal for reviewable decisions; and
- for issues identified about non-government organisations about their service provision, refer the matter to the organisation concerned.
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- Last updated
- 30 June 2007
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