Complaints Procedure

Introduction

05 Licence Back Pty Ltd is committed to ensuring, as far as is reasonably practicable, that it will encourage its employees/contractors to resolve any issues or concerns that they may have at the earliest opportunity with each other or, failing that, their immediate supervisor.

Scope

This policy applies to:

  • (a) All staff members; and
  • (b) Contractors, participants and visitors to 05 Licence Back premises, to the extent it is relevant to them.

Purpose

This document sets out procedures for the management of formal complaints lodged by clients, and employees and sub-contractors.

Definition

A complaint is defined as when a participant has submitted a grievance in writing either directly with 05 Licence Back or to VicRoads, objecting to the standard of service received in relation to the provision of services with regards to the Drink and/or Drug Driver behavior change programs.

Information is to be given to all participants informing them that there is a complaints process in place and should they wish to lodge a complaint regarding service delivery they need to make it in writing to either 05 Licence back or Vicroads. A copy of the complaints form will be given to all participants as part of their information pack.

Procedure

Logging Formal Complaints

All formal complaints are to be recorded and forwarded to 05 Licence Back in the form of either the complaints form (see Appendix 1) or written letter format. Text messaging and social media may not be considered as formal. These forms of communication will be determined by the Director.

Referring Formal Complaints

Once a complaint has been received and judged as formal, 05 Licence Back will log the complaint (see Appendix 2) and forward it to VicRoads within 5 business days of having received it.

Responding to Complaints

When a formal complaint is lodged, the complainant must be advised in writing within 5 business days whether the complaint will be investigated, unless it is unreasonable or impracticable to do so (if it is anonymous). If a decision is made not to investigate a formal complaint, the reasons for this must be provided in the written communication advising of this outcome.

Review of Policy and Procedure

This procedure will be reviewed biannually by 05 Licence Back.

 

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