Section 3 - After a complaint

Responding to the complaint is only part of the process. It’s important that you have systems in place that enable you to stop and reflect on:

What was the experience for the person who made the complaint? Was it resolved for them?
What was the complaint about? What service, policy or procedure did it call into question?
What information did the complaint provide that will allow you to identify and improve those services, policies and procedures and your organisation as a whole?
How effectively did you communicate with the person who made the complaint, affected staff and other stakeholders?
Does anything need to change in your complaints handling system or approach to dealing with complaints?
Do staff require further training?
Do people using your services, their families, carers and friends require more or improved information about their rights and the complaints process?
Did staff’s handling of the complaint reflect your stated values and expectations in relation to valuing and handling complaints? Or, are they still perceived as something negative that is feared and dealt with as quickly as possible.

Answering these questions should be a standard part of every complaint.

Conclusion

It is all too easy to look at complaints as a hassle and a bother, as something that gets in the way of you providing your services.

In fact, complaints can be a sign that people are exercising their fundamental right to express their views about what is and what is not working with their disability supports.

A well handled complaint says to the person that their opinion is important and valued and that their feedback is taken seriously. A well handled complaint can actually improve the relationship.

In addition to being central to the delivery of person centred supports, a complaint is also one of the best ways of identifying problems and areas of improvement. Fostering an organisational culture that values and learns from complaints is one of the most important and valuable ways you have of meeting people’s needs and continuously improving your services.

“Communication between all stakeholders is extremely important on an ongoing basis, not just when a complaint is raised. Dialogue amongst all stakeholders should be encouraged, including areas for improvement and positive achievements”

This information is provided to help you improve your approach to dealing with and responding to complaints and to provide information and education opportunities for people with disability, their families and carers, staff and other stakeholders.

For more information, please visit DCS' website.

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Section 3 - After a complaint