Hostels Complaints Policy

1. Purpose

This Policy states AHL’s commitment to its residents by effectively and efficiently addressing complaints and continually improving upon the services offered to residents. Part of this commitment is ensuring that all complaints about AHL’s services, decisions, policies and/or procedures are taken seriously and responded to in a prompt manner.

2. Policy Owner

At 14 August 2012, the Hostel Support Division, is the owner of this Complaints Policy.

3. Policy Scope

This policy contains information for AHL hostel residents, individuals or organisations who have a complaint or for those advocating on behalf of an individual or group.

4. Related Documents

 AHL National Office Complaints Procedures HOR POL3 Proc1  AHL Customer Service Charter (outlines what residents can expect from AHL and encourages feedback on the services that AHL provides) it is available on the website at http://ahl.gov.au; and  Complaints Online form (on AHL website).

5. Policy AHL operates a ‘Complaints Handling and Reporting System’ to capture all the information required for AHL to meet its responsibilities to its residents, the community and the Australian Government. Complaints are treated by AHL staff as a high priority and our staff work together with the complainant to achieve a satisfactory resolution. The complaints system also provides information on complaint trends, analysis and resolution with the aim of providing better resident services.

Complaints can be made by:

 Individual affected (this can be a hostel resident, or non-resident who may identify themself or who may wish to be anonymous)  Third party on behalf of the person affected e.g. relative, carer, friend, legal advocate; or  Another organisation.

AHL staff cannot make a complaint on behalf of a resident but can support them to make a complaint.

Complaints Policy – Takes effect from 14 August 2012 Internal Use Only NOTE – Uncontrolled when printed - ONLY use latest instructions template from AHL Intranet HOR POL3 Page 1 of 3 When an issue arises, complainants are encouraged to first try to resolve the matter at the point of service with the other party involved in the complaint. If this is not possible or the complainant is not satisfied with the action taken by that person, they may then escalate their complaint directly to:

 Hostel Manager or  Relevant AHL Regional Manager or  ‘AHL Complaints Officer’ in National Office by either:

o Completing a ‘Complaints Form’ online at the AHL website www.ahl.gov.au or o Phoning Free Call 1800 640 836 or o Sending an email to [email protected] AHL requires the following information in complaint advice:

 Name and contact details (unless the complainant is anonymous)  Details of the complaint; and  Details of any attempts made to resolve the matter.

AHL will acknowledge a complaint within five working days (or earlier if possible) where contact details are provided. AHL attempts to resolve and reply to simple complaints within 10 days of notification and to resolve and reply to more complex complaints within 30 days of notification.

Where a complainant is not satisfied with the outcome (decision or action taken) they may raise their concerns directly with the Director, Hostel Support Division on 02 6212 2080. If a complainant remains unsatisfied they may contact the General Manager, Operations directly on 02 6212 2014.

Complaints received anonymously will be recorded and passed to the appropriate Regional/Divisional Manager for information only. AHL staff are to encourage complainants to leave their name and contact details.

Commonwealth Ombudsman

If a complainant is not satisfied with the outcome of their complaint, they can contact the Commonwealth Ombudsman by phoning 1300 362 072. Further details may be obtained from the Commonwealth Ombudsman website at: www.ombudsman.gov.au

Non – Complaints

AHL does not regard as a complaint requests made under the Freedom of Information Act or disputes or disagreements between AHL staff.

Confidentiality

The complainant’s personal information is required for processing and is protected under the provisions of the Privacy Act 1988. It cannot be released to any person or organisation unless required by law or the complainant provides consent. The complainant has the right to withdraw personal information from the AHL complaints system at any time.

Complaints Policy – Takes effect from 14 August 2012 Internal Use Only NOTE – Uncontrolled when printed - ONLY use latest instructions template from AHL Intranet HOR POL3 Page 2 of 3 Review This policy will be reviewed by the Divisional Manager responsible for AHL quality processes no less than every two years from the date of implementation. In reviewing the policy, the Divisional Manager may call on individuals and agencies for information and advice about the implementation and benefits or disadvantages of the policy.

6. Definitions

The following terms are referred to in this Policy:

Term Definition

AHL Aboriginal Hostels Limited

Complaint A complaint is any expression of dissatisfaction concerning a product or service offered or provided by AHL or the absence of products or services

Complainant Person or organisation making the complaint

Complaints Policy – Takes effect from 14 August 2012 Internal Use Only NOTE – Uncontrolled when printed - ONLY use latest instructions template from AHL Intranet HOR POL3 Page 3 of 3