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Policies in practice: Grievances and complaints management


Summary

This document outlines: rationale and policy considerations for dealing with grievances and complaints; the NQF; the policy statement; strategies for implementation including guidelines for families, steps, procedures, follow-up and review of complaints; sample procedures; links to other policies; and further sources.

The resource also contains a ‘how to’ document that outlines what is included in each sample policy and explains the colour-coding used in the documents.

Keywords

complaints, grievances, performance management, policy development


Associated material

Related Resources
Publisher
PSC Alliance
Framework
NQF
National Quality Standard
Quality Area 4
Quality Area 7
Accessibility

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Supported by the Australian Government.
© 2016 Commonwealth of Australia, unless otherwise indicated
Supported by the Australian Government.
© 2016 Commonwealth of Australia,unless otherwise indicated