Guiding Principles

2. Respond to Complaints

 

 

Early Resolution

Where possible, complaints will be resolved at first contact with Leanne Hoogwerf at Super Canine.

Email: leanne@supercanine.com.au

 

 

Responsiveness

We will promptly acknowledge receipt of complaints.

 

We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately.

 

We are committed to managing people’s expectations and will inform them as soon as possible of:

 

• The complaints process

• The expected time frames for our actions

• The progress of the complaint and reasons for any delay

• Their likely involvement in the process

• The possible or likely outcome of their complaint

 

We will advise people as soon as possible when we are unable to deal with any part of their complaint and provide advice about where such issues and/or complaints may be directed, if known and appropriate.

 

We will also advise people as soon as possible when we are unable to meet our time frames for responding to their complaint and the reason for our delay.

 

 

Objectivity and Fairness

We will address each complaint with integrity and in an equitable, objective and unbiased manner.

 

 

Responding Flexibly

We are empowered to resolve complaints promptly and with as little formality as possible.

 

We will adopt flexible approaches to service delivery and problem solving to enhance accessibility for people making complaints and/or their representatives.

 

We will assess each complaint on its merits and involve people making complaints and/or their representative in the process as far as possible.

 

 

Confidentiality

We will protect the identity of people making complaints where this is practical and appropriate.

 

Personal information that identifies individuals will only be disclosed or used by Super Canine as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.

 

 

3. Manage the Parties to a Complaint

 

 

Complaints Involving Multiple Agencies

Where a complaint involves multiple organisations, we will work with the other organisation/s where possible to ensure communication with the person making a complaint and/or their representative is clear and coordinated.

 

Subject to privacy and confidentiality considerations, communication and information sharing between the parties will also be organised to facilitate a timely response to the complaint.

 

Where a complaint involves multiple areas within our organisation, responsibility for communicating with the person making the complaint and/or their representative will be coordinated.

 

 

Complaints Involving Multiple Parties

When similar complaints are made by related parties, we will try to arrange to communicate with a single representative of the group.

 

 

Managing Unreasonable Conduct

We are committed to being accessible and responsive to all people who approach us with feedback or complaints. At the same time our success depends on:

 

• Our ability to do our work and perform our functions effectively and efficiently

• The health, safety and security of our trainers

• Our ability to allocate resources fairly across all complaints received

 

When people behave unreasonably, their conduct can significantly affect the progress and efficiency of our work. We will take proactive and decisive action to manage conduct that negatively and unreasonably affects us.

 

 

Complaint Management System

 

 

Introduction

 

When responding to complaints, we act in accordance with our complaint handling procedures and other internal documents guiding complaint management. We also consider relevant legislation and/or regulations.

 

The five key stages in our complaint management system are set out below.

 

 

1. Receipt of Complaints

 

Unless resolved immediately, we will record the complaint and supporting information and assign a unique identifier to the complaint file.

 

The record will document:

 

• Contact information of the person making the complaint

• Issues raised and outcomes sought

• Any other relevant information

• Any additional support required

 

 

2. Acknowledgement of Complaints

 

We will acknowledge receipt of each complaint promptly, and preferably within 4 working days. We will choose the most appropriate format (email or written letter).

 

 

3. Initial Assessment and Addressing of Complaints

 

 

Initial Assessment

After acknowledging receipt, we will confirm whether the issues raised are within our control. We will consider outcomes sought and whether multiple issues need separate responses.

 

When determining how a complaint will be managed, we will consider:

 

• How serious, complicated or urgent the complaint is

• Whether the complaint raises health and safety concerns

• How the complainant is being affected

• Risks if resolution is delayed

• Whether other organisations need to be involved

 

 

Addressing Complaints

After assessment, we may:

 

• Provide information or an explanation

• Gather information from the product, person or area involved

• Investigate the claims made

 

We will keep the complainant updated, especially if delays occur, and communicate outcomes in the most appropriate format. Actions will be tailored to each case and consider statutory requirements.

 

 

4. Providing Reasons for Decisions

 

Following assessment and any investigation, we will advise the complainant of:

 

• The outcome and any action taken

• Reasons for our decision

• Any remedy or resolution proposed or implemented

• Any review options available (internal review, external review or appeal)

 

If we make any adverse findings about an individual, we will consider privacy obligations under the Privacy and Personal Information Protection Act 1998 and any applicable exemptions before sharing findings.

 

 

5. Closing the Complaint, Record Keeping, Redress and Review

 

We will keep comprehensive records about:

 

• How the complaint was managed

• The outcome/s (including whether substantiated)

• Recommendations made and decisions on those recommendations

• Any outstanding actions requiring follow-up

 

We will ensure outcomes are implemented, monitored and reported.

 

 

Alternative Avenues for Dealing with Complaints

 

We will inform complainants about any internal or external review options available, including relevant Ombudsman or oversight bodies.

 

 

Accountability and Learning

 

 

Analysis and Evaluation of Complaints

 

Complaints will be recorded systematically so information can be retrieved for reporting and analysis.

 

Regular reports will be run on:

 

• Number of complaints received

• Outcomes, including frontline resolutions

• Issues arising from complaints

• Systemic issues identified

• Requests for internal and/or external review

 

Regular analysis will be undertaken to monitor trends, measure service quality and drive improvements.

 

 

Monitoring of the Complaint Management System

 

We will continually monitor the system to:

 

• Ensure effectiveness in responding to and resolving complaints

• Identify and correct deficiencies

 

Monitoring may include audits, complaint satisfaction surveys, online listening tools and alerts.

 

 

Continuous Improvement

 

We are committed to improving our complaint management system and will:

 

• Support appropriate complaint resolution

• Implement best practice complaint handling

• Regularly review complaint data and the complaints management system

• Implement changes arising from analysis and monitoring

 

 

6. Contacting Us – Enquiries, Complaints and Opting Out

 

If you have any enquiries, concerns or complaints about this Policy, please consider raising them directly with us first, as an immediate resolution may be possible.

 

You may also contact us in writing via post or email. If you wish to opt out of the Super Canine Assistance Dog Program, please write or email us directly. Please allow 14 days for the opt out to take full effect.

 

Leanne Hoogwerf

South Nowra

NSW, 2541

Australia

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Email: leanne@supercanine.com.au