The Disability Company will respond to all complaints and grievances as soon as possible and within 28 days from acknowledgement.
If a complaint or grievance cannot be responded to in full within 28 days of acknowledgement, an update will be issued to the complainant. The update will provide the date by which a full response can be expected. The update should be provided verbally in the first instance then confirmed in writing.
The Disability Company’s Complaints Manager will:
Discuss the outcome – where possible, verbally with the complainant before providing written advice and allowing them the opportunity to make further contact following receipt of the written advice.
Include information on recourse – further action available to the complainant at the conclusion of the complaint investigation. An action of recourse may be to escalate the matter further with an external agency or for a further review within the organisation.
Provide a further review – to enable the first investigation to be reviewed for soundness and allow additional information not available in the first complaint to be included.
Identify opportunities – relay complaint outcomes to the appropriate area within the organisation for action to improve service delivery.
Seek Feedback – from the complainant regarding their experience of the complaints process.
Action – a response to a complaint that may involve any or all of the following:
- explaining processes;
- rectifying an issue;
- providing an apology;
- ongoing monitoring of issues; and
- training or education of staff