STANDARD 7                          Complaints and Disputes - Consumer

Dandenong Valley Job Support Inc. recognises and welcomes that each consumer  (and their advocate) is free to raise and have resolved, any complaint or dispute that they may have about the service.  Consumer complaints are looked upon as a positive way of evaluating the service as the changes that occur from a complaint usually ensures a better service for everyone.

Most complaints are raised and resolved on the 'ground floor' between case manager and consumer when there are differences in opinion about the program being received or lack of it. 

For this reason Dandenong Valley Job Support Inc. will ensure that the consumer's right to have complaints raised and resolved will be protected and promoted in the following ways:

Ø Service delivery to the consumer will not be affected because they have raised a complaint.  The service encourages and assists consumers to disclose any problems that they may have about the service.  All information concerning the consumer and their complaint will be kept strictly confidential.

Ø  Complaints will be treated seriously and dealt with immediately until resolved. The investigation shall include all persons involved and any witnesses. Any situation that involves the breaking of the law, will be referred to the appropriate authority.

Ø  The service will make every effort to establish an atmosphere of trust and open communication so complaints are dealt with in a constructive way.

Ø  Consumers are aware of their right to report any complaint arising from physical, emotional, sexual harassment or bad treatment of service. Information, in the form of user-friendly booklets is given during the intake process detailing the grievance procedure.

Ø Consumers are provided with information on the processes of conflict resolution. This is in the form of a 'Rights & Responsibilities' handout and the information booklet, given to each consumer applying for Program.

Ø  Service staff are available to explain the steps in which complaints should be raised and resolved both within and outside the service in its handout to ensure that the consumer clearly understands the complaints process.

Ø  Consumers are welcome to be supported by an independent advocate when raising a complaint and during the complaint process.

Steps in Resolving A Complaint

When a complaint has been made, it will be treated seriously and dealt with immediately until the complaint is resolved.  Staff will complete a Complaint Report (refer page 6) and forward to the CEO immediately upon the complaint (or likelihood of a complaint) has taken place.

The service will encourage and give consumers the opportunity to deal with the matter directly with the people involved and will assist by appointing a time that is mutually convenient for the concerned parties to meet and address the issue directly face to face.   When face to face meeting is not considered suitable, the matter may be dealt with via communication in other forms; Telephone, Email or Mail.

[NOTE: in circumstances where there is evidence of intentional harm or harassment to the individual, the appropriate bodies may be notified immediately]

Once a complaint has been raised, the consumer will be informed of the complaints process and what actions may be undertaken.  Their complaint will be clarified to ensure that the investigation will focus on the area(s) of concern.

Should the consumer be not satisfied with the result of the informal discussions, then the consumer or their advocate should refer to the outlined flow chart (Complaints Process). The flow chart gives details of the people who should be approached and in what order, to have a complaint resolved (see Rights & Responsibility handout).

The service will ensure that consumers have access to an advocate of their choice to assist them in having their complaint resolved.  An advocate may be a relative, family friend or someone from an external agency.

The service will facilitate for the consumer the use of external agencies for support and advice throughout the resolution of the complaint.  Details of the services that may be approached are also included on the flow chart mentioned previously.

The record of the complaint, the action taken and by whom and the resolution will be signed by the parties involved in the complaints process.

Complaints may differ by severity, some may be a clash of personality whilst others may be more severe placing DVJS at risk. These complaints are separated into Severe and Non-Severe.  Regardless of severity, all complaints will be immediately investigated.

The suggested procedure that a consumer may wish to follow for a non-severe complaint is illustrated;

COMPLAINTS PROCESS - Non Severe Complaint

If there is a disagreement or dissatisfaction with something at DVJS follow these steps

Step 1. Talk to your Case Manager. If you cannot solve the problem together, go to Step 2.

Step 2. Talk to the Program Co-ordinator.  His or her telephone number is 9792 3666.  If you cannot solve the problem together, or you disagree with what the Program Co-ordinator does or says about your problem, go to Step 3.

Step 3. Talk to the Chief Executive Officer of DVJS.  His or her telephone number is 9792 3666.  If you cannot solve the problem together, or you disagree with what the Chief Executive Officer does or says about your problem, go to Step 4.

Step 4. The Chief Executive Officer will arrange for you to have your grievance taken to a Member of the Committee of Management which manages DVJS.

                  Two members that you can talk to during business hours are..

                 Ms Kerri Stokes                   or             Ms Brenda Williams

                 President                                                Secretary

                 Telephone 9797 1142                        Telephone 9703 2841   

You may wish to discuss your problem with your Consumer Representative.  Please contact our office and we will arrange a private meeting for you.

If you wish you may write to the Consumer Representative, write care of

                 Consumer Representative

                 C/o: Dandenong Valley Job Support

                  40-42 Scott Street

                 Dandenong 3175

                 (write CONFIDENTIAL on the envelope)

If you cannot solve your problem together, they will take your problem to a meeting of the committee of management.  The committee will make a decision which DVJS  will follow.

If you are unhappy with this decision, go to Step 5.

Step 5.    Contact any of the following -

The Equal Opportunity Commission                 DEAC     

3rd floor, 380 Lonsdale Street                                           Level 8, 55 Swanston St                     

Melbourne 3001                                                                  Melbourne 3001                                                         

Telephone: 9281 7111                                                         Telephone: 9650 2533

                                                                                                  TTY: 9650 9229                                            

The Office of Public Advocate                                            CRRS                      

Level 5, 436 Lonsdale St                                                      Tel: 1800 880 052

Melbourne 3001                                                                  Fax: 02 9318 1372                                                                                             

Telephone: 9603 9500                                                        TTY: 1800 301 130

Fax: 9603 9501

TTY: 9603 9529                                    

These are Government Authorities and are not part of DVJS.  DVJS must follow their decision.

The kinds of problems you would take to these people may include;

?      Discrimination

?      Sexual Harassment

?      Bad treatment which cannot be resolved at DVJS.

COMPLAINTS PROCESS - Severe Grievances

At times complaints may be of a more severe nature that cannot be resolved at the service level and require immediate intervention from the Committee of management and an independent source such as the police etc.

Once a severe grievance is identified a full investigation shall take effect.  A full investigation will include all persons and witnesses to the event.

If a severe grievance is made about a staff member or program, DVJS may suspend the staff member (with full pay) until the complaint is fully investigated and resolved or suspend the activities of the program.

If the complaint is from a staff member regarding claims about a consumer, the consumer's program will be suspended until the process is concluded.

Complaints Process - Staff

No doubt there will always be misunderstandings or issues around the workplace. It is important that issues amongst staff are quickly resolved and that they are kept isolated so that they do not involve others and effect everyone.  Issues do not have to be huge to create disharmony in the workplace, it is the minor offences that go unscathed which allow disharmony to creep in unnoticed and breakdown morale and team work.

The following complaints process is encouraged when there are disputes between staff and/ or job seekers.

1.     Discuss your concerns with the person you have an issue with in a manner and environment that is conducive to open discussion.

2.     If the issue cannot be resolved, attention the matter to your co-ordinator (or the manager, if the issue involves a co-ordinator). NB If the issue involves the Manager, your co-ordinator will facilitate and mediate a meeting.

3.     If the issue cannot be resolved, the issue will either be taken to the Manager or the Committee of Management.

The following complaints process is encouraged when there are disputes that involve employers and/or service providers.

1.       Discuss the issue with the CEO or Manager before taking any action.