Complaints Complaints Highlands Community Centres Incorporated are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, programs and complaint handling. Any concerns raised in feedback or complaints will be dealt with within a reasonable timeframe. People making complaints will be: provided with information about our complaint handling process and how to access it listened to, treated with respect by staff and actively involved in the complaint process where possible, and provided with reasons for our decision/s and any options for redress or review. We will take all reasonable steps to ensure that people making their complaints are not adversely affected because a complaint has been made by them or on their behalf. We accept anonymous complaints if there is a compelling reason to do so and will carry out a confidential investigation of the issues raised where there is enough information provided. We will ensure that information about how and where complaints may be made to or about us is accessible on our website. We will ensure that our systems to manage complaints are easily understood and accessible to everyone, particularly people who may require assistance. If a person prefers or needs another person or organisation to assist or represent them in the making and/or resolution of their complaint, we will communicate with them through their representative if this is their wish. Anyone may represent a person wishing to make a complaint with their consent (eg. advocate, family member, legal or community representative, Member of Parliament, another organisation). Responsiveness We will promptly acknowledge receipt of complaints. We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately. We are committed to managing people’s expectations and will inform them as soon as possible of the following: the complaints process the expected time frames for our actions the progress of the complaint and reasons for delay (if any) their likely involvement in the process, and the possible or likely outcome of their complaint. We will advise people as soon as possible when we are unable to deal with any part of their complaint and provide advice about where such issues and/or complaints may be directed (if known and appropriate). We will also advise people as soon as possible when we are unable to meet our time frames for responding to their complaint and the reason for our delay. Objectivity and fairness We will address each complaint with integrity and in an equitable, objective and unbiased manner. We will ensure that the person handling the complaint is different from any staff member whose conduct or service is being complained about. Conflicts of interest, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original decision maker. Confidentiality We will protect the identify of people making complaints where this is practical and appropriate. Personal information that identifies individuals will only be disclosed or used by us as permitted under relevant privacy laws, secrecy provisions and any relevant confidentiality obligations. Managing unreasonable conduct by people making complaints We are committed to being accessible and responsive to all people who approach us with feedback or complaints. At the same time, our success depends on: our ability to do our work and perform our functions in the most effective and efficient way possible the health, safety and security of our staff, and our ability to allocate our resources fairly across all the complaints we receive. When people behave unreasonably in their dealings with us, their conduct can significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects us and will support our staff to the same in accordance with our Complaints Policy. Making a complaint Anyone wishing to make a complaint can speak with the Service Manager, a Board Member or Staff Member of choice, or choose to complete the complaint form themselves. If you are unsure about anything or would like help, please speak to our Administration Officer. We encourage you to make your complaint in writing, using either this online complaint form, or email us at [email protected]. If you would prefer to speak to us, you can call Highlands Community Centres on (02)4862 1122. Please allow a maximum of ten (10) days for a response.