Introduction

This document is to assist team members understand our positive commitment to complaints management. 

It includes:

• General information about team member safety and complaints;

• What we recommend you do if you feel you have a problem or want to lodge a concern or complaint;

• What to expect. 

The Lavender Co. Code of Conduct and NDIS Code of Conduct for workers can be found via the flow logic – Document Library. 

These documents are also available on the Lavender Co. Flow Logic under Policies and Procedures.  

The Code of Conduct applies to all team members of Lavender Co. 

Children, young people and adults have rights, and any report of harm or complaint will be responded to in accordance with the full policy. Where a complaint or concern involves a child or young person this is taken particularly seriously and reported to the NDIA. Any alleged crime will be reported to the police for investigation.  

General Information 

As part of the Lavender Co community, every member makes a commitment to actively encourage behaviours that promote a supportive a nurturing environment, contribute to our core purpose: ‘to change lives for the better by Doing Disability Differently. 

We value: Accountability and Teamwork, Innovation and Learning and Love what we Do. 

As an Organisation we strive to: 

• Provide a safe environment for everyone  

• Take an inclusive approach 

• Ensure the safety and wellbeing of all. 

What we recommend you do if you feel you have a problem or want to lodge a concern or complaint

Understand the problem and your responsibilities 

If the problem concerns abuse of a Child or Young Person, please contact the police in the first instance and then as soon as possible contact General Manager. Any grievance relating to child abuse will be lodged as a Class 1 Report and not a formal complaint. A Class 1 Report is an incident or observation that includes child abuse, sexual misconduct or serious criminal conduct.  

For all other problems, concerns, complaints and grievances;  

Before you lodge a formal complaint, we encourage you to communicate directly with the person or discuss with your Peer leader/Care Team leader or a member of the Management. 

Before you lodge a formal complaint, please consider carefully the nature of your issue: Check the Code of Conduct as a reference for behaviour that all Lavender Co team members accepted when they joined the organisation. It is a guide to acceptable behaviour.  

Consider  

• How was the Members Code of Conduct breached, and by whom, what happened? 

• Stick to the facts and not hearsay, ‘Chinese whispers’, or assumptions. 

• How did you feel, and what did you want the person/s to do instead of what happened?  

• What actions did you take to communicate and resolve the issue directly with the person/s involved? 

• Would it be helpful to discuss your issue with a relevant Person in Position of Authority (PPA) first?  

Every team member is protected by the Member Code of Conduct, including those who you make a formal complaint against. Mischievous, vexatious or knowingly untrue complaints will be dealt with as per our code of conduct. 

The Code of Conduct should be interpreted in the contexts of roles and responsibilities, other guidelines/policies, laws and NDIS Standards, and community expectations.  

Check in with you 

If you have a complaint directly against another member, and it is of an inter-personal nature, before you lodge a formal complaint;  

• Have you talked to the person and explained how you feel? Sometimes your team members may not be aware of the way you are feeling. Respectfully communicate with the person involved telling them how you feel and asking for what you want in a calm considered manner, gives you both the best chance of achieving a positive outcome.  

• Have you tried to find a way to manage your own expectations about the outcome of a situation? Lavender Co is made up of many individuals from very diverse backgrounds, empathy and compassion for others’ uniqueness is very helpful.  

• Is a decision you don’t agree with based on a policy or procedure of which the person delivering the message may not have control over? Maybe you need to talk the issue through with manager/peer leader and as a result you may gain a better understanding of why things are the way they are. 

• Are there outside influences that may be playing a part in how you feel? It is very human to let emotions build up and come out all at once in unrelated situations. Calmly and respectfully communicating with people involved, saying how you feel, and asking for what you want in a respectful manner gives you the best chance to getting what you want. 
   

In all these situations it is essential that all team members use appropriate communication and processes in raising their concerns. Background conversations, and gossip of a negative nature, prevents positive outcomes and can damage a person’s reputation. We encourage all team members to support each other and not participate in background conversations. If you feel that something is not working or right, tell someone in Management so effective change can be made. 

Is something still not right or of a more serious nature?  

Is the concern or complaint about a breach of Code of Conduct? If so, Lavender Co takes this seriously. If you are unsure, contact a member of our Leadership team to discuss. Is it of another serious nature?  

Our Workplace safety policies aim to assist us to uphold our core values and create a safe, fair and inclusive environment for everyone associated with our organisation. It sets out our commitment to ensure that every person involved in our organisation is treated with respect and dignity and protected from discrimination, harassment and abuse. It also ensures that everyone involved in our organisation is aware of their legal and ethical rights and responsibilities, as well as the standards of behaviour expected of them. The policy describes the practical steps we will take to eliminate discrimination, harassment, child abuse and other forms of inappropriate behaviour from our workplace and is found on Flow logic. 

Please ensure you are familiar with the Workplace Health and Safety Policies. 

Principles we apply

In managing and resolving complaints/grievances the following principles will be appropriately applied, considering the nature of the complaint/grievance: 

•  Where possible complaints/grievances should be resolved informally and locally; 

•  Negotiation and conciliation are the guiding principles to be applied by all parties when attempting to resolve complaints/grievances.  

• Lavender Co emphasises a collegial approach to grievance and complaint resolution through communication and mediation, designed to lead to a prompt and fair resolution of difficult problems. 

• At any stage during the complaint/grievance, the complainant/s and/or the respondent/s may nominate a representative (who must not be a lawyer or barrister) to accompany and support them.  

• Complaints/grievances will be treated seriously. 

• Complaints/grievances should be dealt with within a reasonable timeframe. 

• Neither party should be subject to victimisation.  

• Support should be available to all parties to the complaint/grievance. 

• Appropriate communication should occur throughout the process. 

• Appropriate documentation will be maintained. 

• Confidentiality must be maintained; and  

• Principles of natural justice will guide all complaint/grievance processes.  

• Mischievous, vexatious or knowingly untrue complaints will be managed through our disciplinary process.  

What do you do next

 Decide what type of grievance? Concern? or complaint is; 

1. Is a child at risk? Report this to the authorities immediately. Any grievance relating to Child Abuse must be lodged as a report not a formal complaint. For any grievance involving a report of child abuse, the Police or Director and General Manager must be notified within 24 hours if the child is at risk of harm or an incident of serious or criminal nature. 

2. If it is of an interpersonal nature ‘Check in with you’, try to resolve directly with the other member, communicate how you are feeling, talk to a PPA, Management or peer leader if you are unsure or unable to resolve the issue. 

3. If the complaint is of a more serious nature complete the concerns/complaint form on flow logic and contact Care Team manager or General Manager. You will be asked to identify facts, and the details will be recorded. We aim to deal with any complaints in a positive and sincere manner. We will listen, we may ask some questions to make sure we understand the nature of the complaint. If you haven’t already, we will ask you to complete a “Complaints Record Form” with reference to the points above and the Code of Conduct. Depending on the seriousness of the complaint either an internal investigation will be conducted, or mediation and performance management may be required. 

What you can expect   

Receiving Concern Complaint  

Try to state your concerns calmly and clearly and courteously. Try to isolate the specifics of your concern and provide these as dot points. Try to avoid lengthy correspondences and too much extra detail and focus on specifically what you want addressed through your complaint. Equally being aggressive will not help resolve the issue and aggressive, threatening behaviour will not be tolerated at Lavender Co. Someone will listen to your concern, and we are committed to putting things right. The complaint may well be handled immediately with an explanation of policy or procedure, or your complaint may be referred to another person. Deciding how to handle the matter. 

Some matters must not be handled at peer leader level because they are so serious. They must be referred to General Manager and Director. Some matters may be referred to Care Team Leader as the right person to assist with putting things right. 

Finding out more - investigation 

In this phase . You should help by providing all the information you can. If the complaint is referred to management will put in place processes as outlined by workplace health and safety. The grievance or complaint may result in being referred to peer leader or management. You can help by focusing on a positive resolution to the matter. Your information will be treated confidentially (but where the matter must be investigated by an external agency, this information will be passed on to the agency). You need to also be aware that the person who is being complained about usually has the right to be made aware of the complaint and content of the complaint.  

Resolution 

The person who is handling your complaint will use the facts that have been provided to decision outcome with regards to the complaint. They will work to put things right and would appreciate your help to do this. You will be provided with feedback that your complaint has been addressed.  

Positive complaints management processes will ensure that issues that arise are addressed in a positive and accountable manner. 

If you have a complaint or concern you would like to register, please complete this form.