Complaint and Unreasonable Behaviour Policy

Whilst we always strive to meet our community’s expectations, sometimes we may not. When this happens, we want to use a consistent, fair, and equitable resolution process and work with our community to understand and improve.

The Policy will:

• protect and promote the community’s right to provide feedback, a compliment or make a complaint;
• ensure that complaints are investigated and responded to in an appropriate, consistent, and effective manner;
• inform the community of the internal and external procedures for managing feedback and complaints;
• protect and promote the human rights of all people involved in complaints, and ensure that proper consideration of relevant human rights issues occurs throughout the complaint handling process; 
• commit to effective management of and learning from complaints.

The Policy shows how we will:

• enable complaints to be made;
• respond to complaints we receive; and
• learn and improve from complaints.

The Policy helps us to:

• improve standards of services to our community;
• raise standards of investigation and decision making through clear processes;
• ensure a fair and equitable approach and improve internal complaint handling; and
• reduce recurring complaints.