The Complaints Handling Process involves 5 steps:
All complaints will logged in the complaints register. PAAu will record the complaint and its supporting information. The complaint will also assign a unique identifier/number to the complaint file.
The record of the complaint will document:
PAAu will acknowledge receipt of each complaint promptly (within 5 working days). PAAu will endeavour to fully respond within 10 working days. In complex situations where an immediate response is not possible, we will respond as quickly as possible, providing updates as required. Consideration will be given to the most appropriate medium (e.g. email, letter) for communicating with the person making a complaint.
Initial Assessment
After acknowledging receipt of the complaint, PAAu will confirm whether the issue/s raised in the complaint is/are within our control. We will also consider the outcome/s sought by the person making a complaint and, where there is more than one issue raised, determine whether each issue needs to be separately addressed. When determining how a complaint will be managed, we will consider:
PAAu aims to resolve problems, correct mistakes and address concerns to reach a fair and reasonable outcome. Following assessment and investigation into the issues raised, PAAu will contact the person making the complaint and advise them:
Document
The complaints register will record how the complaint was managed. It will log the following information:
PAAu will ensure that outcomes are properly implemented, monitored and reported to senior management,and/or CEO, and/ or the Chair of our governing body.
