Complaints Policy

Kevin Heinze Grow (KHG) encourages its participants, staff and volunteers to resolve any issues or concerns that they may have at the earliest opportunity. The preferred process involves service users being able to resolve issues to their satisfaction internally, without feeling they have to refer to external organisations or authorities for assistance.

The purpose of this document is to provide an avenue through which participants can resolve complaints as they arise.

Kevin Heinze Grow has a process to promote fast and efficient resolution of workplace and service issues.

Open communication and feedback are regarded as essential elements of a satisfying organizational environment. Service users should feel comfortable with discussing issues with KHG staff in accordance with the procedures outlined below.

All formal avenues for handling of grievances will be fully documented and the service user’s wishes will be taken into account in the determination of appropriate steps and actions.

Service users will not be intimidated or unfairly treated in any respect if they utilise this Policy to resolve an issue.

This Policy applies to participants, care staff, volunteers and all others who attend KHG.

When a grievance is brought to the attention of a staff member, the staff member should notify their line manager.  The staff member should then:

• manage the grievance following the policy outline or;
• direct the grievance to a member of the Management team.

A grievance deemed to be serious should be escalated to the Chief Executive Office at the earliest possible opportunity.

A service user who considers that they have a dispute or grievance about their service provision should raise the matter with a staff member as a first step towards resolution.

The two parties should discuss the matter openly and work together to achieve a desired outcome.  If the complaint is not resolved at this level a further meeting will be arranged which will include the Chief Executive Officer.

The Chief Executive Officer will check for clarification of the issue to ensure they fully understand the complainant’s concern. The process should offer the participant, staff member or volunteer the opportunity to have an independent witness at the meeting, ensuring they follow the steps outlined below:

• Outline the process that is to be followed.
• Inform the parties that any information obtained in the conduct of the review is confidential.
• Listen to the complainant and diagnose the problem.
• Take accurate and detailed notes of all conversations (including dates, people involved) and attach any supporting documentation.
• If deemed necessary, provide the service user with a written summary of the meeting and clarification of the next steps to be taken.
• The Chief Executive Officer will ensure that the manner in which the meeting is conducted will be conducive to providing an agreed resolution through a fair, objective and independent analysis of the situation.
• If no resolution is made at this point the service user will be provided with the opportunity to submit their complaint to the Committee of Management.  Any resolution of the Committee will be final.  Complainants may exercise their right to pursue their complaint with the relevant external review agency.

It is the responsibility of KHG staff to ensure that:

• They attempt to identify, prevent and address potential problems before they become formal grievances.
• Staff are aware of, and are committed to, the principles of communicating and information sharing with their service users.
• Any grievance is handled in the most appropriate manner at the earliest opportunity.
• All service users are treated fairly and without fear of intimidation.

It is the responsibility of the Chief Executive Officer to ensure that:

• All staff are aware of their obligations and responsibilities in relation to communication and information sharing with service users.
• Ongoing support and guidance is provided to all service users regarding access to information about the complaints process.
• All staff are aware of their obligations and responsibilities in relation to handling grievances.
• Any grievance that comes to the attention of staff is handled in the most appropriate manner at the earliest opportunity.