SERVICE DELIVERY COMPLAINTS PROCESS

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1 SERVICE DELIVERY COMPLAINTS PROCESS Background It is to be expected that some of the contact Taskforce staff have with complainants and members of the public will generate complaints. While a service delivery complaint can be made by any member of the public who has come into contact with the Taskforce, it is likely that most such complaints will be made by complainants whose matters are being investigated by the Taskforce. Defining service delivery complaints This Process applies to complaints about the conduct of a member of the Taskforce or some other aspect of the Taskforce s dealings with the person making the service delivery complaint. It is important to distinguish service delivery complaints from a complainant s expression of dissatisfaction about the outcome of a Taskforce process, such as an unfavourable decision. Those matters are to be dealt with under the Taskforce s Reconsideration of Decisions What the public can expect from Taskforce staff The Taskforce is committed to delivering services in a professional, consistent and timely manner. Members of the public making a service delivery complaint can expect to have their complaints carefully considered and dealt with in accordance with this process and any other applicable Taskforce procedures. Members of the public can expect: to be treated with courtesy and respect; to have their telephone calls returned within 3 days; to have their written correspondence acknowledged within 7 days; that the service complaint delivery process will take account of the sensitive nature of such complaints; and 4 National Circuit, BARTON ACT 2600 Telephone: (02) DART@ag.gov.au

2 that staff members will act in accordance with the Australian Public Service Code of Conduct and APS Values. Service delivery complaints about staff A process for addressing service delivery complaints is good practice and contributes to the Taskforce s sound administrative It should also be noted that the Taskforce s procedures for managing complaints made about its staff will be taken into account by the Ombudsman in regard to any complaint referred to him. The types of allegations about service delivery that may be made include: incompetence in the manner in which a matter was managed; lack of communication; the provision of incorrect or misleading information by a staff member; rudeness; lack of professionalism; allegations of unfair treatment; undue delay; and allegations of conflict of interest. Records The Taskforce s case management and other systems will hold details of its written and electronic communications. Staff are required to keep appropriate and accurate records of conversations with complainants and members of the public. The record should include: date and time of the conversation; length of conversation; subject matter discussed; and any advice or information provided. Accurate record keeping is particularly relevant in considering service delivery complaints. For example, if a telephone call is terminated by a staff member due to offensive language after several warnings to the caller, it is important that the details of the conversation and examples of the language used are noted. 4 National Circuit, BARTON ACT 2600 Telephone: (02) DART@ag.gov.au

3 When dealing with a complaint When dealing with a service delivery complaint: Taskforce staff are entitled to be treated with courtesy and respect the Taskforce expects that the person complaining will clearly outline the specific conduct of the staff member they are complaining about and identify the outcome they are seeking from the complaint process, and the Taskforce expects that the person complaining will provide any material that will assist it to form a view about their service delivery complaint including, for example, any written record of a relevant event and the time and date of any specific incident. Service delivery complaint process 1. Complaint received Service delivery complaints should be in writing addressed to the Complaints Manager. The Taskforce will acknowledge a service delivery complaint in writing within 7 days. If someone is unable to lodge a written complaint, the Taskforce can offer assistance in drafting the complaint. However, before a complaint is considered, the complainant will need to confirm that the Taskforce has accurately reflected the subject matter of their complaint. Confirmation can be given over the telephone. Once a complaint has been received, the Complaints Manager will confirm the matter is correctly categorised as a service delivery complaint and not a matter which should be dealt with under the Reconsideration of Decisions If the service delivery complaint (or an aspect of it) concerns the conduct of a Taskforce staff member, that matter (or aspect) will be referred to the relevant staff member s immediate supervisor for management under this service delivery complaint If the complaint (or an aspect of it) the complaint is about the outcome of a Taskforce process, that matter (or aspect) will be managed under the Taskforce s Review of Decisions 4 National Circuit, BARTON ACT 2600 Telephone: (02) DART@ag.gov.au

4 2. Supervisor management When addressing a service delivery complaint, a supervisor will consider any relevant records or material that will assist in providing details of the matter. This consideration will include examining any records of conversations or correspondence. The supervisor must then discuss the matter with the staff member and form a view on the substance of the complaint and, if the complaint is substantiated, possible outcomes. 3. Advice to complainant The complainant will be advised in writing of the outcome of this The letter should outline the enquiries the supervisor undertook and the reasons for the conclusion reached in respect of the complaint. In most circumstances were a complaint has been upheld, an apology and a general statement that the matter is now being dealt with by the Taskforce is likely to be appropriate. However, in cases where the outcome may involve some action against a staff member, the Taskforce must respect that member s privacy. Details of any disciplinary action should not be provided. In some circumstances, it may be appropriate to advise the complainant of any broader outcomes which resulted from his or her complaint, such as a change to a Taskforce 4. Escalation If the complainant is not satisfied with the outcome of this service delivery complaint, the complaint can be escalated to a more senior member of the Taskforce who has had no prior involvement in the initial That person will reconsider the matter and form a view on the complaint and the appropriateness of its management and outcome. The complainant will be advised in writing of the result of the reconsideration of the complaint. That outcome will be final and the complaint will be at an end. Possible outcomes 4 National Circuit, BARTON ACT 2600 Telephone: (02) DART@ag.gov.au

5 A service delivery complaint may result in one or more of the following outcomes: an apology to the complainant; removing the staff member from any future dealings with the complainant; informal or formal counselling of the staff member; and Referral of the complaint to a more appropriate For example, a complaint alleging serious misconduct should be dealt with under the relevant Attorney- General s Department policies which incorporate the APS Code of Conduct and APS Values. 4 National Circuit, BARTON ACT 2600 Telephone: (02) DART@ag.gov.au