The Executive Officer will investigate the complaint within 2 working days of having been made aware of it.
The investigation may include where appropriate:
Contact with the person or the representative making the complaint
Discussions with Down Syndrome Victoria staff and/or volunteers directly involved in the issue
Discussions with any witnesses or outside agencies involved
A review of the circumstances leading to any event or situation related to the issue
Discussions with all parties to enable the negotiation of a resolution of the issue and strategies to avoid recurrence
A review of any policy or documents related to the issue
A written report outlining the nature of the complaint, the impact on the member/customer, the proposed resolution, and the action taken.
Where a complaint is believed to be unfounded or showing a misunderstanding, it will still be recorded and the appropriate comments will be written on the report.
Where a complaint has been lodged in writing, a written report will be sent to that person.
Any formal complaint made will be reported to the Board of Managment to enable them to monitor the organisations response, ensure a member/customer focused approach and minimise the risk to the organisation.
A complaint to the Disability Services Commissioner (DSC) can be lodged at any time during this process but more specifically where a person believes that a disability service provider has not properly investigated, or taken action on, a complaint which has been made to the disability service provider.
Current contact details of the DSC will be provided in newsletter, information given to new clients/ families and available on request from Down Syndrome Victoria. Where appropriate Down Syndrome Victoria may participate in mediation between members/customers, our service and the Office of the Disability Commissioner in order to come to resolve any ongoing grievance.
The Executive Officer will record complaints using the template provided as requested by the DSC's Office.
A ‘non- identifying’ report of all complaints received will be sent electronically to that office on an annual basis within the required timelines as specified by the DSC.