Complaints And Grievance Policy

Smarter Connections’ approach to feedback, compliments and complaints management ensures:

• people understand their rights and responsibilities;
• information on the feedback, compliment and complaint management process is easily accessible;
• increased satisfaction of clients in the management of their compliments and complaints;
• the recording of data to identify existing or emerging trends or systemic issues;
• staff demonstrate an awareness of Smarter Connections’ feedback;
• compliments and complaints management processes;
• staff develop the range of skills and capabilities required to manage compliments, complaints and feedback; and
• an organisational culture that is focused on effective, person-centred complaints resolution and utilising feedback for continuous improvement.