Our compliments procedure logs all compliments that we receive. We receive compliments in many forms – by phone, in person, by email, on our website, by letter or via our feedback form. Our compliments log is maintained and reviewed by the Executive Assistant to the Chief Executive Officer of Language Disorder Australia and compliments are used as examples of “best practice” whilst training staff and for continuous improvement.
Our complaints procedure has four stages. Prior to the formal procedure being invoked, the individual making the complaint is encouraged to contact the staff member who will first try to solve the problem informally.
4.3 Self-resolution (within seven working days of a complaint being identified)
Where the complainant feels comfortable doing so, they should attempt to seek a resolution to the complaint themselves with the person/persons involved. The purpose of self-resolution is to resolve the matter quickly, avoid escalation of complaints, to produce a positive result for the maximum number of parties and to encourage a culture where honest and constructive communication is valued between all. Language Disorder Australia does not tolerate anyone behaving in a confrontational, aggressive or abusive way in the pursuit of addressing a complaint.
However, the informal approach may not always be appropriate and, in these situations, the individual making the complaint or the organisation may trigger the formal procedure.
Our complaints procedure records all complaints that we receive. We receive complaints in many forms – by phone, in person, by email, on our website or by letter. This procedure may also be used by employees. Assistance will be provided to those complainants who let us know if they are unable to put their complaint in writing.