Fairhaven Family Holiday Park
Complaints Handling Policy.
Purpose:
We have established a complaints handling policy to help guide both park staff and those making a complaint through a structured complaint management process to ensure a fair, effective and efficient management of complaints.
The Policy will apply to staff at all levels within the park, who interact with customers. The level of responsibility of individual staff members will be dependant on the role undertaken by individual staff members.
Staff Responsibilities in Complaint Handling.
All staff should be familiar with the complaints handling policy.
All staff will treat customers making a complaint with respect and assist in the process of the complaint and provide information on the park policy.
All staff will be able to receive complaints from customers within the park. All complaints should be accurately recorded with details of the complaint, who made the complaint, the time of the complaint and nature of the complaint. Junior staff will refer the complaint directly to a manager.
Managers will ensure they analyse complaints, look for patterns/trends in the nature of complaints. Lease with other managers, share outcome of complaint analysis, negotiate and determine appropriate resolutions and implement processes that effect positive change in the organisation.
Ass staff will be responsible for maintaining processes once implemented.
Our View of Complaints.
We do not view complaints and feedback as negative, but as an opportunity to look at our processes, systems and culture from another perspective and if necessary we will make adjustments to our operations.
We will maintain confidentiality with respect to the nature of the complaint and the identity of the complainant and conduct any investigation in a way that limits the risk of any person providing information being identified.
We will treat customers who make complaints with respect and courtesy and asset them with the process of making complaints, inform them of our complaint policy and procedures. We will review and provide information on how and why we made the decision.
We will deal with complaints as quickly as possible and when we are able we will provide immediate advice. If the complaint is complex or requires further investigation we prioritise based on the seriousness, or potential risks associated with the nature of the complaint. If there is risks to property, an individuals welfare or security we will act immediately.
If the complaint relates to the conduct or performance of a staff member, we will ensure the complaint is reviewed by another member of staff.
Our staffing structure is simple, all staff have frequent contact and are accessible to customers. Contact points are via the office, phone, email or while we are in the park.
We expect that anyone who makes a complaint will conduct themselves in a way that is non-threatening and respectful of our staff. Conduct that is threatening or violent will be dealt with in context of our park agreement and/or general rules of the park.
We will accept complaints verbally or in writing. We will not accept anonymous complaints.
Complaint Management Process.
Overview:
When handling complaints our staff will follow the complaints handling policy. They will consider all park documentation including our annual agreement and general rules of the park. They will also have consideration of any legislation, regulations and any policies made by a relevant authority that have consequence to the complaint.
Receiving Complaints:
Our staff will take a complaint verbally or in writing, either by email or letter form. When taking a complaint staff will record who made the complaint, time of the complaint, details of the complaint including people involved, any evidence that supports the complainants information and any other relevant information and the outcome the complainant is seeking. Note: anonymous complaints will not be recorded or responded to.
Verbal complaints; the complainant will be offered a copy of our initial notes as a record of receipt. Written complaints will be acknowledged via email or letter.
Initial Steps in the Assessment of a Compliant:
Acknowledgement of receipt of complaint. Determine if the complaint is within the control of the park. Ascertain if the complaint is of an urgent nature (i.e is the issue still occurring), if it has implications to the health, safety or wellbeing of anyone within the park.
How has the person making the complaint been effected/does it effect anyone else in the park?
Timelines to address the complaint will be based on potential for further risks arising from any delay.
Determine if other services should be involved in the resolution of the complaint e.g should police be involved/if so at what point.
Complex complaints will be broken down to there individual components and each part will be assessed with the criteria.
Management of the Complaint:
Once an assessment of the complaint has been made the most appropriate intervention process will be determined, which may be:
Information provision and explanation to the complainant.
Immediate intervention seeking resolution of the issue at hand.
Referral to a more appropriate service i.e the Police.
Investigation of the complaint: seek further information and evidence on the complaint and a determination of its significance/whether the complainant’s assessment of the situation is accurate and is the complainant reasonable or unreasonable.
Outcomes of the Complaint:
We will provide feedback to the complainant about the outcomes and decisions make in relation to the complaint, including:
Whether the complaint was substantiated; considerations made in the review of the complaint; how the final decision/s wee made; what resolutions or remedies have been identified and put in place.
Record Keeping and Review of Processes.
We will keep comprehensive records of the complaint, actions taken and why. We will determine how our process addressed the complaint and if necessary, make adjustments to our systems.
We will ensure that any changes are implemented and reviewed.
Other Agencies/Services that may offer alternative options to the Complainant.
We will provide information to the complainant about alternative options they may have in seeking a resolution to the issue at hand.
Alternative options for dealing with Complaints or obtaining additional information.
Energy and Water Ombudsman (Victoria)
Ph: 1800 500 509. Email: ewovinfo@ewov.com.au. Website: www.ewov.com.au
Consumer Affairs (Victoria).
Ph: 1300 55 81 81. Website: www.consumer.vic.gov.au.
Victorian Caravan Park Association.
Ph: 03 9372 3420. Website: www.vicparks.com.au.