Purpose

The purpose of this policy is to provide a structured process for participants,clients, contractors, volunteers, members of the public, families, board of directors and stakeholders to express their concerns, compliments and feedback without retribution. Enabling Merriwa to continually improve its services, products and operational processes based on stakeholder input.  This policy aims to ensure that all compliments, complaints and feedback are addressed effectively and efficiently, with appropriate and timely responses and without bias.

Scope

This policy applies to compliments, complaints and feedback provided to Merriwa except those governed by other policies and procedures. Certain types of complaints are governed by separate policies or procedures (e.g. Complaints that involve privacy breaches or abuse will be automatically directed to the relevant policy and handled according to established reporting procedures), including but not limited to (see Appendix 1):

·        Privacy breach or concern.

·        Past abuse of any definition/type.

·        Suspected or confirmed abuse, neglect, exploitation of a person.

This policy does not cover actively collected feedback such as surveys or research.

Statement

Merriwa is committed to establishing and maintaining a systematic approach to compliments, complaints and feedback. This will ensure the provision of quality services whilst ensuring all voices are heard, taken seriously and directed to the appropriate people to address whilst ensuring confidentiality (where required). This includes but not limited to:

·        An accessible, supportive and responsive pathway for all to lodge compliments, complaints and provide feedback and receive a response, without concern for negative consequences.

·        An organisational culture that values feedback, compliments and complaints as crucial to improving our services and supporting our stakeholders and is a valuable source of information.

·        An organisation-wide system for actively collecting, tracking, responding to, reporting and evaluating feedback, compliments and complaints.

·        Analysing and making available collective feedback, compliments and complaints data to the appropriate people.

·        Ensuring confidentiality of information where needed.

·        Informing continuous quality improvement to our systems and processes.

Definitions

·        Client: Including Community Services young people who receive services.

·        Participant: NDIS clients andother clients who receive assistance by Merriwa other than employment services.

·        Stakeholder: For the purpose of this policy, stakeholder will also incorporate clients, participants and anyone else who interacts with Merriwa or is affected by its services, which includes Young People’s families, care teams, visitors, contractors, customers, members of the public etc.

·        Procedural fairness: In general, procedural fairness refers to two broad principles:

a.    An adequate opportunity must be given to a person to present their case before a decision is reached that might adversely affect them. This includes providing reasonable notice and time to prepare, sufficient information about the matter to be decided to enable the person to prepare their case.

b.    An investigation must be free from bias as well as the appearance of bias.

Application

Merriwa is committed to the empowerment of our Stakeholders.  An accessible, supportive, and responsive feedback and complaints system helps all our clients and participants advocate for themselves and helps improve our systems and processes.

Merriwa acknowledges:

·        Our Stakeholders are informed and experienced people to comment on our practice.

·        It is essential that we encourage feedback and are open to compliments and complaints from our Stakeholders, and that we have complaint mechanisms that enable the participation of vulnerable Stakeholders.

·        When we receive compliments, complaints or feedback we must respond to them promptly, thoughtfully, fairly, with confidentially and without bias.

·        It is important that we capture as much feedback as possible, including where the feedback is informal. All feedback, negative or positive, helps us improve our services.

·        It is important we evaluate and learn from feedback so we can make improvements where necessary for the future.

There are a number of internal and external requirements that dictate the process for specific types of complaints, these are broadly covered in Appendix 1. These processes exist to ensure serious or high-risk complaints are responded to consistently and that appropriate authorities are notified as required whilst ensuring confidentiality where necessary.

Policy

Merriwa has an accessible compliment, complaint and feedback system, with multiple ways to access for Stakeholders, such as through the on-line form via QR Code, e-mail, hardcopy paper form or Merriwa website.

All complaints and feedback received shall be registered on our external complaint, compliments register.  Or in the case of customer-related complaints or compliments these shall be raised via a WIN.  This will allow for compliments, complaints and feedback to be registered in a secure location and uniquely numbered.  

Compliments, complaints and feedback will be acknowledged and responded to within a reasonable timeframe, with initial response within two (2) business days via their nominated correspondence method (if known).  Further timelines for resolving the complaint/feedback should be determined based on each complaint/feedback and should be communicated to the complainant.

All complaints will be handled according to the principles of procedural fairness and shall be handled in such a way that conflict of interests is assessed and avoided.  No one will be subject to victimisation or retribution as a result of making a complaint or providing feedback.

Merriwa will ensure that all Stakeholders are actively informed, including where appropriate families and carers, of the feedback and complaints processes and how to access it.  Information shall be shared viadisplaying information posters at all Merriwa sites including MCS Houses,welcome handbooks (MCS clients) and Merriwa website.

Anonymous complaints

Merriwa accepts anonymous complaints and feedback, however it is preferred that people disclose who they are, so that Merriwa can follow-up to get more information were required, and to keep the individual updated on what is being done about their complaint or feedback.

We encourage individuals to provide their contact details but respect the right to submit anonymous feedback. Please note that resolving issues may be challenging without a point of contact for follow-up, however all efforts will be made to address the feedback if warranted.

Complaints management

All Stakeholder complaints will be managed or reviewed by Merriwa Senior Manager Compliance or their Delegated Authority and/or Chief Finance Officer (CFO) and stored securely with limited access to these team members only.

Complaints will be escalated to the General Manager or Senior Manager of the relevant division/area, as well as to the Chief Executive Officer (CEO) if:

·        There is a real or perceived conflict of interest.

·        A complaint is in relation to a manager’s (or senior person within Merriwa) conduct.

·        There is an allegation of misconduct, or unethical or illegal activity.

·        There is a reputational risk to Merriwa.

·        A complaint has not been resolved at the previous level.

If the relevant General Manager, Senior Manager are implicated in the complaint, they are bypassed, and the complaint is escalated to the Chief Executive Officer and/or Board Chair.

If a complaint is escalated, the complainant will be informed of the new contact person and any changes to the timeline for resolution.

Advocacy

To help ensure we hear all voices, Merriwa is committed to supporting all Stakeholders to give feedback, make complaints and advocate for themselves.

Management and staff are encouraged to advocate for Stakeholders by regularly reminding them of their rights and creating an environment that welcomes all concerns and feedback with empathy and compassion.

Privacy andconfidentiality

All documentation relating to a complaint or feedback will be in accordance with Merriwa’s Privacy Policy and Confidentiality Policy.

Merriwa is committed to ensuring the privacy of personal information and as such the identity of the person will only be shared in order to respond to the feedback or complaint. Feedback and complaints will be stored securely and de-identified for analysis, reporting and when used for information quality improvements.

Reporting

Compliments, complaints and feedback which have been lodged and recorded in the secure register shall be reported to the CEO and the relevant General Manager or Senior Manager, unless the complaint implicates either party on a monthly basis.

Reports will include a summary of the types of feedback and complaints received, common trends and any resulting improvements or actions taken, with the goal of ensuring continuous improvement. This will be reported to the Safety and Quality Committee and Board of Directors quarterly.

Where improvements have been identified to systems and processes these shall be documented onto a WIN in ecoPortal ensuring no personal details are included which could identify anyone, excluding customer complaints.