Complaints or Feedback

Procedures for complaints or feedback to the Community Industry Group 

Principles

  • Any person or organisation using Community Industry Group services or affected by its operations has the right to complain.
  • The complaints procedures are simple and easy to use; so that all people using Community Industry Group services have the opportunity to make a complaint if they wish.
  • Service users, stakeholders and members are entitled to be heard and have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.
  • The Community Industry Group recognises that the issue of complaint is important to the complainant and must be taken seriously. Resolving complaints, where possible, to the satisfaction of the complainant is the goal of the complaints policy process.
  • Complaints will be dealt with in a timely manner and parties to the complaint will be kept informed of progress of the complaint.
  • The procedures will reflect principles of natural justice.
  • Feedback (both positive and negative) is considered in organisational reviews and follow up.
  • Board Members, staff, and members are aware of the Community Industry Group procedures for managing client feedback and complaints.
  • The Community Industry Group takes a proactive approach, through its communications strategy to ensure all service users, stakeholders and members are aware of the complaints policy and procedures.

Complaints handling procedure

All Board Members, staff and members are given information about the complaints procedure as part of their induction.

The Community Industry Group informs service users, stakeholders and members:

  • How to make a complaint.
  • Who to complain to.
  • How the Community Industry Group will deal with the complaint.
  • Process and timelines.
  • Rights to a support person and interpreter.
  • How to make a complaint to an external body including contact details.

Service users, stakeholders and members may make a complaint in writing or verbally to:

  • The staff member they were dealing with at the time, OR
  • The supervisor of that worker.
  • The CEO.
  • A Board Member or member, OR
  • An outside body.

If the complaint is about the CEO, a Board member or a member, the complaint will normally be dealt with by the Chair of the Community Industry Group Board.

How the Community Industry Group deals with complaints

  • The CEO will look at the complaint within 7 days of the complaint being received. They may contact the person for more information.
  • The CEO will decide how to respond to the complaint and make sure action is taken.
  • The CEO will send a letter to the person within 14 days of the complaint being received explaining what is being done to investigate and resolve their complaint. If the complaint has not been resolved by this stage the person will be asked to formalise their complaint in writing (if this has not already been done).
  • The complainant will receive information about alternative avenues of complaint, including opportunity to refer the complaint to the NSW Ombudsman.
  • The Community Industry Group aims to investigate and resolve all complaints within a further 28 days of receipt of the formalised written complaint. If this time frame cannot be met, the person will be informed of the reasons why and of the alternative time frame for resolution.
  • All complaints must be dealt with seriously, quickly, confidentially; and in a manner that supports the person’s right to use Community Industry Group services
  • Service users, stakeholder and members have the right to access a support person at all stages of the complaints resolution process.
  • Copies of all complaints and details of actions taken are centrally filed in the Complaints file, held in the CEO’s office. This file is confidential.
  • The CEO must review the actions taken to ensure adequate follow up.