Complaint and Unreasonable Behaviour Policy

While we always strive to meet our community’s expectations, sometimes we may not. When this happens, we want to use a consistent, fair and equitable resolution process and work with our community to understand and improve.

The Policy will:

• protect and promote the community’s right to provide feedback, a compliment or make a complaint
• ensure that complaints are investigated and responded to in an appropriate, consistent, and effective manner
• inform the community of the internal and external procedures for managing feedback and complaints
• protect and promote the human rights of all people involved in complaints, and ensure that proper consideration of relevant human rights issues occurs throughout the complaint handling process 
• commit to effective management of and learning from complaints.

The Policy explains how we will:

• enable complaints to be made
• respond to complaints we receive
• learn and improve from complaints.

The Policy helps us to:

• improve standards of services to our community
• raise standards of investigation and decision making through clear processes
• ensure a fair and equitable approach and improve internal complaint handling
• reduce recurring complaints.