Purpose
To ensure complaints from external sources are dealt with appropriately.
Policy
The Chair of the Board and the Chief Executive Officer are responsible for implementation.
Where the grounds for the complaint are evident and the resolution straightforward, the Chief Executive Officer will endeavour to resolve the complaint with an explanation, action or apology as the case requires.
Where the grounds for the complaint are complex and/or the CEO cannot resolve the complaint, the matter will be discussed with the Chair of the Board and appropriate action taken.
In the case of the threat of legal action, the Chief Executive Officer will immediately notify the Chair of the Board and the Network’s insurers.
No action is to be taken without the advice and direction of the insurers.
The Chief Executive Officer is authorised to respond to all complaints
Procedure
A complaints register shall be maintained. The register should record all complaints and the action taken to resolve the complaint.
Where a complaint is a verbal complaint the staff member who received that complaint will write a summary of the complaint in the register. Complainants are to provide details of the complaint in writing.
Copies of all responses to complaints are to be filed in the register.
The complaint shall be investigated, by the Chief Executive Officer, as soon as possible following receipt of the complaint in writing from the complainant.
All complaints and their resolution are to be listed on the next agenda of the Board.
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