Complaints and Feedback
JewishCare recognises the right of all clients and community members to make a complaint about any aspect of JewishCare’s operations including services and community related communications. JewishCare proactively seeks and monitors client feedback through:
- regular surveys
- feedback forms on JewishCare’s website
- Ongoing client review meetings JewishCare values feedback as a way to further improve service delivery and community engagement. Client services will be maintained throughout the complaints process and no client will be disadvantaged by making a complaint.
- Monitor the number of formal complaints about JewishCare and in particular identify systemic issues
- Ensure that any complaint about JewishCare is responded to and resolved in a timely manner
- Ensure that service improvement is informed by client and community feedback
- All feedback from clients and community members is welcomed and actively encouraged
- JewishCare ensures clients and community members are aware of their right to complain and the procedures for making a complaint and resolve disputes
- Complaints are dealt with as speedily and informally as possible
- Staff who are the subject of the complaint have a right to give their version of the event
- The complaints process is fair to all parties
- Procedures are as simple as possible to ensure there are no unnecessary barriers to making a complaint
- All formal complaints are recorded including action taken
- Complaints are monitored to identify systemic issues
Informal complaints include verbal criticism of the level or quality of service. Formal complaints are usually written and may contain specific complaints about an employee, service, program or process or system. Formal complaints can be submitted: through JewishCare website, by phone 1300 133 660, or by email firstname.lastname@example.org
All staff are able to accept complaints and other feedback. It is expected that informal complaints can be handled by the staff member. Senior managers are to be involved when;
- the complainant is not satisfied with the staff response
- this is the complainant’s preference
- where a serious allegation is made regarding a staff member
Senior managers are expected to discuss the matter with the complainant and if possible, resolve it. If the allegations are of misconduct, impropriety by a member of staff or of another serious nature, the Senior Manager should encourage the client to put it in writing addressing the complaint to the Executive Officer.
The Community and Donor Engagement Manager is to be advised where formal complaints or any involving serious allegations against a staff member are made. The Community & Donor Engagement Manager will discuss the issues involved in the complaint with the relevant Senior Manager who will provide a short brief on the complaint and will recommend action. The Community and Donor Engagement Manager will draft a written response for the approval of the CEO. The process for investigating and resolving formal complaints is:
The Community & Donor Engagement Manager will:
- If relevant, inform the staff member(s) involved that a formal complaint has been made and record their description of events
- Talk to the complainant or other parties involved in the complaint and record their description of events. The complainant will be contacted within 3 days of the complaint being received. Where appropriate the complainant will be sent an email explaining the process and what can be done if they are not happy with the outcome. The process will include the following:
- Reviewing any documentation relating to the complaint
- Discussing with the staff member again if necessary
- Deciding what steps should be taken to resolve the complaint such as an apology, change of policy, explanation or disciplinary action. If disciplinary action if required brief the Manager People & Culture
- Documenting the investigation and where necessary draft a letter to go to the complainant from the CEO
- Drafting any other appropriate correspondence
- Inform the staff member(s) of the steps being taken.
- Arranging to contact appropriate insurance companies or third parties if the complaint could involve any future financial liability on the part of JewishCare
All complainants will be contacted within two working days of the complaint being made.
Informal complaints will be dealt on the same day.
Formal complaints will aim to be resolved in general within two weeks of the complaint being received.
If your complaint is not satisfactorily answered by JewishCare you have the right to contact various agencies or government organisations. The staff of JewishCare are required to provide appropriate contact information about this to you.
Recording of Complaints
All formal complaints are provided to the Community and Donor Engagement Manager. The complaint and relevant information is kept in the Complaints Register kept in the office of the CEO. The Board of Directors are provided with data on the number of client complaints and can view the Register at any time.
NSW Ombudsman’s Office
NDIS Quality and Safeguard Commission
Consumer Directed Care
Monitoring and review
This Policy will be reviewed on an annual basis and may be updated more frequently in the event of any information, regulatory updates or incident that indicates changes may be required.