Standard 4- Feedback &
Complaints
Aim
The following policy is in place to ensure that each child and family has access to fair processes for dealing with
complaints regarding the quality or delivery of service.
The Bathurst Early Childhood Intervention Service will support service users’ right to make a complaint regarding the
quality or delivery of service and work with them to resolve the matter. BECIS does this by:
•Providing the family with information and support about their right to make a complaint. Service providers will
work with the child and family to try to resolve any issues
•Providing a safe environment is provided for complaints to be made
•Ensuring that no negative consequences or retribution will be made towards anyone who makes a complaint
•Ensuring that participation in the complaint handling process will be encouraged in order to work towards a
desired goal
•Ensuring the complainant is treated in a way that protects their privacy and confidentiality
•Working towards providing a fair and timely resolution of a complaint
•Informing each person involved at all stages of decision making concerned with the complaint and the reasons
for those decisions
•Informing each person of their right to complain to an external body
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Contact us...
Bathurst Early Childhood Intervention Service
1439 Charles Sturt University Panorama Ave Bathurst NSW 2795
Phone: 02 6338 4453 Fax: 02 6338 4701 Email: [email protected]
1
ABN 93 714 522 918
Each person is provided with information and support to make a complaint by:
•Having continuous and easy access to meaningful and culturally relevant information about the services
providers complaint policy and processes
•Having the opportunity to choose a support person to assist or represent them during the process
•Offering support in a way that reflects the individual, cultural and linguistic needs of the complainant to
assist them to understand and participate in the complaint handling process
•Determining how, when and where the complaint will be made
•Having the opportunity to nominate the person they want from BECIS as their key contact regarding the
complaint
Each service provider has the capacity and capability to handle and manage complaints by:
•Having a written complaints policy and process that reflect legislation, standards and sector policy
•Ensuring that policies and process include ways of responding to cultural and linguistic needs
•Training staff and volunteers in complaint handling and demonstrate understanding and capacity to
implement complaint handling
•Recording and analysing trends from complaints to drive organisational policy and continuous improvement
•Providing opportunities for families to participate in the review and development of local complaint handling
policy and processes and report outcomes back to them
•Having a complaint handling item on the management committee meeting agenda
•Having an awareness that some complaints need to be managed in a particular way either because the
person making the complaint has specific rights of review or because the complaint includes allegations that
must be reported to an external body
•Informing service users of their right to make a complaint (where relevant) to the Ombudsman
•
Are you our friend on Facebook?
Send us a friend request on
Facebook facebook.com/bathurstECIS
Contact us...
Bathurst Early Childhood Intervention Service
1439 Charles Sturt University Panorama Ave Bathurst NSW 2795
Phone: 02 6338 4453 Fax: 02 6338 4701 Email: [email protected]
ABN 93 7142522 918