Complaints Procedure

POLICY FOR PROCEDURE FOR COMPLAINTS

 

  1. DEFINITION OF A COMPLAINT OR CONCERN
  • The following constitutes a complaint:  Any verbal or written concern/observation that calls into question the actions, behaviour or activities of any person involved with Horizons Oscar (parent, staff, management member, visitor or child), or any aspect of Horizons Oscar environment, which impinges on the rights, safety, or health of any person at Horizons Oscar.

 

  1. PROCEDURE
  • A verbal or written complaint or concern should be discussed with the Programme Supervisor. If this is inappropriate, the concern/complaint may be made to the Project Manager
  • The concern/complaint will be investigated by the appropriate person/s and the outcome will be reported in writing to the complainant. All details will be recorded in a confidential complaint file. Any complaints received will be recorded on a separate page. The Programme Supervisor will be advised of any complaints received.
  • If a person makes a complaint about Horizons Oscar to any outside authority, she/he is required to advise the Programme Supervisor as soon as possible in the interest of the well-being of others at Horizons Oscar

 

  1. ADMINISTRATION OF COMPLAINTS OR CONCERNS BY STAFF
  •  Any complaints or concerns should be referred to the Programme Supervisor.
  • Any complaints received will be recorded in the complaints file either by the Programme Supervisor or by the person making the complaint. This file should not be made available for general inspection but access to all, for the purpose of making a complaint, must be assured.
  • The recorded complaint must contain the following details:  The issue or concern (or reference to a separate letter of complaint, if    applicable) any action taken as a result of the complaint, the date, contact  number/address and signature of the complainant, and the signature of the Programme Supervisor or the person receiving the complaint.
  • The Programme Supervisor in liaison with the Management Team of Horizons Oscar, or HPCT will write to the complainant and to report on what action was taken in response.
  • Details of the complaint, including the identity of the complainant, must be kept confidential to those concerned unless requested otherwise by the complainant.
  • The Programme Supervisor must advise the Project Manager immediately if a serious complaint, or one that requires immediate attention, is received. The complaints file will be reviewed periodically by the Hornby Presbyterian Community Trust.

 

Note: a serious complaint is one that alleges a threat to the safety of people at Horizons Oscar

All people involved with Horizons Oscar will be made aware of the complaints procedure through the parent information at the child’s enrolment and a copy to be displayed on the notice board at each of the Horizons OSCAR Centres.

 

  1. COMPLAINTS BY STAFF AGAINST OTHER STAFF
  • There may be occasions when inappropriate behaviour or actions by staff need to be reported to a colleague. (While the importance of support and loyalty to colleagues is acknowledged, the safety and well being of children at the Horizons Oscar centres must be the primary concern for all staff).
  • The same complaints procedure for parents applies to staff, including in terms of confidentiality, accessibility, recording and reporting to the Programme Supervisor or the Project Manager
  • If it is inappropriate to make a complaint to the Programme Supervisor, the complainant may be directed to the HPCT via the Horizons OSCAR management team
  • The Programme Supervisor must ensure that all staff are aware of the complaint procedure. The procedure will be included as part of the induction process for all new staff members.