complaints policy & procedure
Santa Maria Lodge is committed to ensuring that any person or organisation using services provided by Santa Maria Lodge or affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency. The organisation will provide a complaints management procedure that:
- is simple and easy to use
- is available to all members, clients and stakeholders via the Santa Maria Lodge website.
- ensures complaints are fairly assessed and responded to promptly
- is procedurally fair and follows principles of natural justice
- complies with legislative requirements.
If you make a complaint to Santa Maria Lodge you can expect that we will:
- treat you with respect
- tell you what to expect while your complaint is being looked into
- carry out the complaint handling process in a fair and open way
- provide reasons for decisions that are made
- protect your privacy
WHAT CAN I MAKE A COMPLAINT ABOUT?
You can make a complaint to Santa Maria Lodge about the delivery of Santa Maria Lodge services. From time to time, Santa Maria Lodge consults with the sector to determine a policy position or to gauge the views of the sector. It is not the intent of this policy to allow a person or organisation to complain about the outcome of such consultations if the final result does not agree with that person or organisations position. A person may however lodge a complaint if a documented consultation process was not followed, or if the process was flawed. Santa Maria Lodge has as its members not-for-profit disability service providers who provide front line disability support services. We do not have the authority to directly investigate complaints about these organisations. If you have a complaint regarding one of our members, we recommend that you discuss the complaint with the organisation directly.
Resolving the complaint:
- Making a decision or referring to the appropriate people for a decision within 20 working days of the complaint being received
- Informing the complainant of the outcome and any options for further action if required
- If you are not happy with the outcomes of a complaint, you may be able to lodge a complaint with the Ombudsman in your state. The Ombudsman’s office will determine if it has the power to investigate your complaint.
A register of complaints will be kept by Santa Maria Lodge. The register will be maintained by the Directors and will record the following for each complaint:
- Details of the complainant and the nature of the complaint
- Date lodged
- Action taken
- Date of resolution and reason for decision
- Indication of complainant being notified of outcome
- Complainant response and any further action Copies of all correspondence and other materials received by Santa Maria Lodge in connection with any complaints will be kept for 7 years.