Course – Level 3 Diploma in Adult Care
Unit 305 – Duty of Care in Care Settings
Learning Outcome 3: Know How to Respond to Complaints
Assessment Criteria 3.2: Explain Policies and Procedures Relating to the Handling of Complaints
Retrospective analyses of the operation’s performance and employee conduct may be sparked by complaints. The public can hold management of an organization accountable in a number of ways.
The Public Service Commission (PSC) is dedicated to offer top services. Utilizing customer feedback as an opportunity to raise the caliber of the services offered. It is essential to upholding this promise of the best service. A complaint is one type of feedback.
An expression of displeasure made to or about an organization is referred to as a complaint. A complaint can be made regarding any number of things, including goods, services, employees, or how a complaint was handled.
A process for managing complaints should be developed by organizations. Customers should feel confident that you respect their perspectives and are committed to finding effective solutions to their challenges. We have explained policies and procedures for handling complaints below. It includes:
National Disability Services (NDS) is dedicated to ensure that:
“Anyone who utilizes services from NDS or is impacted by its operations has the right to file a complaint and have their issues addressed in a manner that promotes access, equity, fairness, accountability, and transparency.”
The company will offer a straightforward, user-friendly complaints handling process. The process should be accessible to all members, customers, and stakeholders via the NDS website. It should be fair and adheres to the principles of natural justice. Let’s explain policies and procedures for handling complaints below:
A person intending to file a complaint may do so verbally or in writing. The complaint will be filed to the employee with whom they were interacting at the time. Unless you are filing a complaint against the following;
Writing to ALT’s Chief Executive will help your complaint and the response to be reviewed. The Chief Executive should acknowledge receipt of your request within four working days and respond within fifteen working days.
You can work on increasing the accessibility of your complaints policy. Including:
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