- Puawai June 2010Complaints Policy
The Complaints Policy outlines the procedures for making a formal complaint about the Trust, its staff, its services or any decision.
1.0 Objectives
1.1 The Complaints Policy and associated procedures are intended to ensure any complaints received about the work of the Trust are handled in a prompt and professional manner, resulting in a fair, common sense resolution.
2.0 Procedures
2.1 Often the quickest and most satisfactory way of dealing with complaints is for the person to deal directly with the staff member or Trustee who provided the service which has given rise to the complaint. This gives the staff member or the Trustee and the person the opportunity to discuss the matter and to come to a quick resolution. It also enables both parties to understand the issues and assists in ensuring that mistakes are not repeated.
2.2 If the person does not feel satisfied with the initial steps taken to resolve the complaint, then he or she should send a letter or e-mail providing as much detail as possible of the complaint to the Chief Executive.
2.3 The Chief Executive will evaluate the complaint and will respond to it in writing after appropriate consultation.
2.4 If the person is not happy with the Chief Executive’s response to the complaint then he or she should advise the Chief Executive in writing. At this stage the complaint will be referred to the Trust for its formal consideration. The Trust may undertake its own investigations and may ask to meet with the person.
2.5 The Trust’s decision in relation to the complaint will be final, and the person will be notified of this decision.
2.6 At all stages of this procedure the person is to be treated with respect, and assistance shall be given to assist with articulating the complaint. All steps will be taken by the Trust and its staff to expedite resolution of any complaints.
2.7 The Chief Executive shall keep a record of all written complaints and report on them to six monthly performance review meetings.
16 February 2009