Definitions
Simple - issue/grievances are those where:
- The Facts are not disputed
- The anoyance or inconvienance is of a minor nature
- Minimal concern or distress hasbeen caused to the person complaining
Regular - Are complaints which are more complex then simple complaint due to:
- The systemic / recurring nature of the complaint
- The greater concern and / or effect of the complaint
- The complaint relates to an individual or service which is not the responsibility of the individual whit whom
the complaint has been raised
- These complaints shall be handled by management
Urgent - Complaints are those relating to:
- Allegations involving physical and/or emotional harm, physical abuse, sexual abuse including involving children, theft
or crimes
- Situations that have caused significant stress to the complaintant and/or organisation.
Urgent complaints must be reported to the Operations Manager and Area Manager by phone immediately!
