About this resource
Complaints are valuable feedback. This guide covers receiving complaints openly, acknowledging promptly, investigating fairly, responding clearly, learning and making changes, and supporting staff involved.
Purpose
To respond to complaints fairly, promptly and in ways that improve services.
Who it is for
Primary profession: Community services and case workers. Also relevant for social workers, NDIS providers and support coordinators.
Client or participant group: Community services staff and managers.
Practice setting: Any service receiving complaints.
Suggested uses
- Staff training
- Complaints procedures
- Quality improvement
- Supervision
Instructions for practitioners
- Thank the person for raising it.
- Follow your complaints policy and timeframes.
- Keep the person informed.
- Record learning and changes.
Accessibility considerations
Accept complaints in any format; offer support to complain.
Scope and limitations
A practice guide. Follow your organisation's complaints policy and regulatory obligations.
Research basis
Human rights frameworks and research on the dignity of risk support people's right to make their own choices, including choices that involve some risk.
- Ibrahim, J. E., & Davis, M. (2013). Impediments to applying the ‘dignity of risk’ principle in residential aged care services. Australasian Journal on Ageing, 32(3), 188–193. https://doi.org/10.1111/ajag.12014
- United Nations. (2006). Convention on the Rights of Persons with Disabilities. https://www.ohchr.org/en/instruments-mechanisms/instruments/convention-rights-persons-disabilities
What is included
A 2-page printable A4 PDF, including a practitioner notes page with the research basis (version 1.0).
Originality
Original Practitioner Plus content: wording, activity structure, layout and icons were created for this resource. No third-party worksheets, illustrations or text were reproduced.
