TASC National Limited (TASC) is committed to ensuring that any person or organisation using TASC services or affected by its operations has the right to lodge a complaint or to appeal a decision of TASC and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.
TASC will provide a complaints and appeals management procedure that:
- Is simple and easy to use;
- Is effectively communicated and promoted to all clients and stakeholders;
- Ensures complaints or appeals are fairly assessed and responded to promptly;
- Is procedurally fair and follows principles of natural justice;
- Complies with legislative requirements.
- Consider all complaints it receives;
- Treat all complainants with respect, recognising that the issue of
complaintis important to the complainant;
- Maintain confidentiality of parties involved, keeping any information private to those directly involved in the complaint and its resolution;
- Ensure advocacy is available to clients who make a complaint and require support;
- Resolve complaints, where possible, to the satisfaction of the complainant;
- Deal with all complaints in a timely manner;
- Keep parties to the complaint informed of
progressof the complaint;
- Ensure that Directors, staff and other relevant parties are given information about the complaints procedure as part of their induction and are aware of procedures for managing client feedback and complaints;
- Ensure all service users, stakeholders and members are aware of the complaints policy and procedures;
- Ensure that a complainant is not penalised in any way or prevented from
useof services during the progress of an issue;
- Ensure that feedback data (both positive and negative) is considered in organisational reviews and in planning service improvements.
INFORMATION FOR CLIENTS AND STAKEHOLDERS
All clients will be informed of their rights and responsibilities with regard to complaints and appeals at the earliest possible stage of their involvement with TASC.
This information will include detail around:
- How to make a complaint or lodge an appeal;
- Contact person for lodging a complaint or appeal;
- How TASC will deal with the complaint or appeal, the steps involved and the timelines;
- The rights of the complainant to an advocate, support person or interpreter;
- How the person will be informed about the outcome of their complaint or appeal;
- How to make a complaint to an external body including contact details.
MAKING A COMPLAINT
A person wishing to make a complaint may do so in writing or verbally to:
- The staff member they were dealing with at the time;
- The Coordinator of that staff member;
- The Chief Executive Officer;
- The Chairperson of the Board of Directors
If the complaint is about:
- A staff member, the complaint will normally be dealt with by the staff member’s Coordinator or another TASC Coordinator as deemed appropriate;
- A Coordinator, the complaint will normally be dealt with by the Chief Executive Officer;
- A Lawyer, the Chief Executive Officer/Principal Lawyer who will determine whether the complaint is to be referred to the Queensland Law Society in accordance with the TASC professional indemnity insurance requirements and the Federation CLC PII scheme representative;
- The Chief Executive Officer, the Chairperson of the Board of Directors.
Written complaints may be sent to TASC’s postal or email address.
PO Box 594, Toowoomba QLD 4350
The Organisational Development Coordinator will be responsible for receiving this correspondence and directing it to the appropriate person.
LODGING AN APPEAL
Staff or clients may lodge an appeal if they disagree with a decision made by TASC, or by a staff member, related to issues of law or proper process only. An appeal should be made in writing with no specific form or format
PROCESSING, INVESTIGATING AND RESOLVING COMPLAINTS
Upon receipt of a
As far as possible, complaints or appeals will be investigated and resolved within two calendar months of being received. If this timeframe cannot be met, TASC will notify the complainant of the reasons why and of an alternative timeframe for resolution.
When a resolution has been determined, TASC will inform the complainant of the outcome notifying them of how the resolution will or has been achieved and any options for further action if required.
If the complainant is not satisfied with the investigation and proposed resolution of their complaint or appeal they can seek a further review of the matter by referral to the Chief Executive Officer within 14 days of notification of the outcome of the complaint.
A formal external complaints procedure may follow if the complainant is still not satisfied with the outcome. The complainant will be referred to the Human Rights and Equal Opportunity Commission, the Anti-Discrimination Commission or the Queensland Ombudsman or
HUMAN RIGHTS AND EQUAL OPPORTUNITY COMMISSION
PH: 1300 656 419
ANTI-DISCRIMINATION COMMISSION QUEENSLAND
PH: 1300 130 670
TTY: 1300 130 680
General Email: firstname.lastname@example.org
OFFICE OF THE OMBUDSMEN
PH: 07 3005 7000