Early resolution
Where possible, complaints will be resolved at first contact with the appropriate authorised officer of the
Diocese of Armidale being the CCD Director.
Objectivity and fairness
We will address each complaint with integrity and in an equitable, objective and unbiased manner.
We will ensure that the person handling a complaint is different from any staff member whose conduct or service is being complained about.
Conflicts of interests, whether actual or perceived, will be managed responsibly. In particular, internal
reviews of how a complaint was managed will be conducted by a person other than the original
decision maker.
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 following:
- 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, and
- 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.
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.
Conflicts of interests, whether actual or perceived, will be managed responsibly. In particular, internal
reviews of how a complaint was managed will be conducted by a person other than the original
decision maker.
Responding flexibly
Our staff 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 the Diocese as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations