Human Services Ltd
- Introduction Human Services Ltd is committed to providing high-quality services to our clients and stakeholders. We value your feedback and welcome compliments, complaints, and suggestions as a way to improve our services and address any concerns you may have. This policy outlines our procedures for handling compliments and complaints in a fair, transparent, and timely manner.
- Definition For the purposes of this policy, the following definitions apply:
- Compliment: a positive comment or feedback about our services or staff
- Complaint: an expression of dissatisfaction about our services or staff
- Stakeholder: anyone who uses or is affected by our services, including clients, family members, caregivers, staff, volunteers, contractors, and partners
- Principles Human Services Ltd will:
- Treat all compliments, complaints, and suggestions with respect, confidentiality, and impartiality
- Respond to all compliments, complaints, and suggestions in a timely and appropriate manner
- Use feedback to improve our services and address any concerns raised
- Ensure that our compliments and complaints procedures are accessible and easy to understand for all stakeholders
- Compliments Procedure If you would like to provide a compliment about our services or staff, you can do so by:
- Speaking to the staff member directly or their supervisor
- Sending an email or letter to our feedback email address or postal address
- Completing a compliments form on our website or at our offices
We will acknowledge and record all compliments and share them with the relevant staff members and teams. We may also use them as part of our quality assurance and performance management processes.
- Complaints Procedure If you have a complaint about our services or staff, we encourage you to raise it with us as soon as possible. You can do so by:
- Speaking to the staff member directly or their supervisor
- Sending an email or letter to our complaints email address or postal address
- Completing a complaints form on our website or at our offices
We will acknowledge your complaint within 3 working days and aim to provide a full response within 10 working days, or sooner if possible. We may also contact you for further information or clarification if needed. Our response will include an explanation of our findings, any actions taken or planned, and any remedies or compensation where appropriate.
If you are not satisfied with our response or feel that your complaint has not been resolved satisfactorily, you can escalate it to the Managing Director who will investigate further and provide a final response.
- Anonymous Feedback We welcome anonymous feedback, but please note that we may not be able to investigate or respond to anonymous complaints. If you provide anonymous feedback, please provide as much detail as possible to help us understand and address the issue.
- Learning and Improvement We will use feedback from compliments and complaints to improve our services and address any concerns raised. We will also review our compliments and complaints procedures regularly to ensure that they are effective and up-to-date.
- Communication and Training We will communicate this policy to all staff, volunteers, contractors, and partners and provide training on our compliments and complaints procedures and the importance of feedback in improving our services.
- Review and Revision This policy will be reviewed and revised annually by the Human Resources Department in consultation with the Managing Director to ensure that it remains effective and up-to-date. Any revisions will be communicated to all relevant stakeholders.
Human Services Ltd
[01 March 2023 Approval. Review 01 March 2024]