AACAFS Complaints Policy
Updated: May 2022
Right to complain
All service users and staff, including children and young people, have the right to complain and AACAFS will assist anyone wanting to make a complaint to do so.
Staff provide information to anyone enquiring about the complaints process.
Anyone has a right to make a complaint without negative consequences
Anyone making a complaint can expect it to be dealt with quickly and professionally.
Information about how to make a complaint will be available and displayed in public areas.
Information about how to make a complaint is provided to children and young people and staff when they first come into the agency.
Right to a support person or advocate
Anyone who makes a complaint has a right to a support person or advocate.
People are informed of their right to a support person or advocate.
AACAFS assists anyone making a complaint to access a suitable support person for them.
Confidentiality of complaints
All complaints remain confidential.
A person’s consent is asked before sharing information to help in resolving a complaint.
Written information relating to complaints is kept secure and confidential by the Program Manager, OOHC or CEO
Complaints Procedure
In the first instance individuals as well as children and young people are encouraged to discuss their complaint with the staff member concerned
If an individual, child or young person is unable to raise the complaint with the staff member then the staff member should inform the person they are able to discuss their complaint with another staff member or the CEO.
Staff member must inform the individual, child or young person they are able to be assisted with the complaint by a support person or advocate of their choice.
All information relating to the complaint must be documented on the Complaints Record Form and this must be forwarded to the CEO immediately.
If a complaint is received that contains information about possible criminal activity, or allegations of criminal activity have been made, the matter is to be referred by the Manager, or Board member directly to the police.
The CEO must acknowledge, in writing, the complaints receipt to the complainant.
The CEO will attempt to resolve the matter as quickly as possible and within 7 days.
The complaint must be documented on the Register of Complaints
The staff member or CEO will continue to update the individual/s, child or young person of the progress of the complaint.
A decision will be made, and the individual, child or young person will be informed of the outcome in writing
If the individual, child, or young person is not satisfied with the outcome of the complaint, the matter can be referred to the Chair of the Board outlining their dissatisfaction. The complaint will then be dealt with by the Board to ensure the complaint is resolved. The complaint should be reviewed within 14 days.
If the individual, child, or young person is not satisfied with the outcome from the Board, the client can raise the issue with the NSW Ombudsman
At any time through the complaints process the complainant can make a complaint to the NSW Ombudsman.
The result including a record of the outcome will be entered on the Register of Complaints
A record of all information regarding the management of the complaint must be kept during the process. All information retained must be placed in the Complaints Folder.
If the complaint relates to a matter that constitutes a possible reportable matter, AACAFS reportable conduct policy and procedure should be followed.
Any investigation into a complaint is not to be conducted by a person about whom a complaint has been made, or by a person directly involved in a service or the care of a service user about which a complaint has been made or by any person for whom there is any conflict of interest identified.
Supporting a child or young person with a complaint
If a child or young person makes a complaint to AACAFS, the following is to occur:
If a child or young person raises a concern or complaint – they should be asked who they feel comfortable with talking to.
A person the child or young person feels comfortable with can then discuss their complaint with them
The person will help the child or young person to feel safe to make a complaint and be reassured that it is ok for them to raise issues and concerns.
The person writes down the complaint for the child or young person using their words.
They then read the information back to the child or young person to confirm that it is what the child or young person wanted to say
A staff member explains to the child or young person in a way they can understand what will happen with the complaint
The complaint process will continue as outlined but any correspondence or discussions through the process should be able to be understood by the child or young person.
If the complaint relates to a matter that constitutes a possible reportable matter, AACAFS reportable conduct policy and procedure should be followed.
General complaint procedures
If a person wants to make a complaint to AACAFS, the following steps are taken:
A staff member will attempt to resolve the matter immediately or decide if it requires further investigation. The staff member should consult with their immediate line manager unless the matter relates to their manager – in which case the matter should be raised with the next senior person.
All information relating to the complaint should be recorded, this can be done by the person making the complaint or by the staff member. The person’s name and contact details should be recorded so that the complaint can be followed up.
The staff member is to inform the person of the complaints process and that they should receive an acknowledgement of their complaint within 7 working days. They are advised that the agency will attempt to finalise the complaint within 30 days.
The person is advised by the staff member that they have a right to a support person or advocate.
The agency will attempt to resolve the complaint as soon as possible.
If the matter has not been resolved within 30 days, all information about the complaint is provided to the CEO. A letter must be sent to the complainant advising them of the process.
When a decision is made the person making the complaint will be contacted and informed of the outcome. This will then be provided in writing
If they are not satisfied with the result, they can outline their concerns in writing. The complaint will then be forwarded to the Board for consideration. A complaint should be reviewed within 14 days.
If the person is still not satisfied with the outcome from the AACAFS Board, the complainant can raise the issue with the NSW Ombudsman.
At any time through the complaints process a person can refer it to the NSW Ombudsman.
All information relating to the complaint must be kept. All information retained must be placed in the Complaints Folder. The Complaints Folder is kept with the CEO.
Complaints should be regularly reviewed by the CEO and Programs Manager OOHC, and a report provided to the Board on the types of complaints, frequency and outcomes. This information should be analysed to identify risks to the agency or service users and the effectiveness of management strategies.
Dissatisfaction with Outcome of a Complaint
If someone making a complaint is still not satisfied with the outcome of the complaint process, they will be provided with options for lodging a complaint with an outside body – these may include:
The Fair Work Commission 1300 799 675
Anti-Discrimination Board of NSW 1800 670 812
Australian Human Rights Commission 1300 656 419
NSW Ombudsman 1800 451 524
Office of the Children’s Guardian 8219 3600
DCJ Community Services Client Feedback and Assistance 1800 000 164
Public Interest Advocacy Centre NSW 02 8898 6500
Disability Advocacy NSW 02 4927 0111
Aged Care Complaints Commission 1800 550 552
The Aged Rights Service (NSW) 1800 424 079
Declining a Complaint
If at any time the person managing a complaint believes that it is frivolous, vexatious, misconceived or lacking in substance, it may be referred to the Board. If the Board is satisfied that the complaint meets this description, they may decide to resolve or formally decline the complaint. The person making the complaint will be advised of the Board’s decision in writing.