Our Policies

General Compliments, Complaints and Appeals Procedure

Referring Policy

A. Corporate Image and Communications Policy (Governance System)
B. General Compliments, Complaints and Appeals Policy
C. Privacy and Confidentiality Policy (Governance System)

1. Purpose

  • To describe how people (other than tenants) can pay a compliment, make a complaint or appeal a decision made by Common Ground Queensland (CGQ) that directly affects them.

2. Procedure

  • Definitions

Refer to the General Compliments, Complaints and Appeals Policy for definitions of a compliment, informal complaint, formal complaint, appeal, feedback and incident.

  • Inform
    • The General Compliments, Complaints and Appeals Policy, Procedure and Form are available on the CGQ website: commongroundqld.org.au. Hard copies of these documents can be provided on request.
  • Inform on-site Support Provider
    • The on-site Support Provider is provided with a full understanding of the General Compliments, Complaints and Appeals Policy and Procedure by CGQ.
  • Paying a compliment
    • Compliments can be registered in person, by telephone, by email or in writing. CGQ appreciates positive affirmation on any aspect of service delivery or staff performance.
  • Registering compliments
    • Compliments are registered in the External Formal Communication Register by the Executive Assistant. The register allows CGQ to measure performance and to contribute to continuous improvement processes.
  • Lodging a complaint
    • Complaints can be raised in person, by telephone, by email or in writing.
    • All written complaints will be deemed formal complaints.
    • If a complaint is raised in person or by telephone, the attending staff member will confirm with the complainant if they wish to lodge a formal complaint.
    • It is preferable for complainants to record their concern on a General Compliments, Complaints and Appeals Form though this is not essential.
  • Responding to complaints
    • All formal complaints will be recorded in the External Formal Communication Register by the Executive Assistant. The register allows CGQ to measure performance in relation to concerns and to contribute to continuous improvement processes.
    • If the formal complaint is received in writing the Executive Assistant will scan the General Compliments, Complaints and Appeals Form or other correspondence (i.e. letter, email, etc.) and store electronically on the internal network.
    • All formal complaints are initially responded to by the Chief Executive Officer (CEO).
      1. If the formal complaint implicates a Director, the CEO will refer it to the Chairperson of the CGQ Board for review and investigation.
      2. If the formal complaint implicates the CEO, the Executive Assistant will forward it to the CGQ Chairperson for review and investigation.
  • If the formal complaint implicates the on-site Support Provider, the CEO will forward it to the on-Site Support Provider for review, investigation and action. The on-Site Support Provider will advise the CEO when the matter has been closed and a response to the complainant has been issued. This advice will be recorded in the External Formal Communication Register by the CEO (or delegate).
  • Planned actions to respond to formal complaints are recorded in the External Formal Communication Register by the Executive Assistant (or delegate). Actions are then implemented.
  • Following appropriate action, the formal complaint will be closed by the relevant CGQ representative (refer Section 10). This is recorded in the External Formal Communication Register by the Executive Assistant (or delegate).
  • Review of a decision (Appeal)
    • When the person is not satisfied with a decision made by CGQ, they may appeal the decision in the same way as raising a complaint.
    • In this case, the Executive Assistant will note that the concern is an objection to a decision in the External Formal Communication Register.
    • A review of a decision is always managed by the Chief Executive Officer (CEO), except in instances where the initial formal complaint or appeal is about the CEO or a Director, in each case the appeal process will be managed by the Chairperson of the CGQ Board (refer Section 10.6).
    • Following appropriate investigation and action, the appeal will be closed by the CEO. When this occurs, the person making the appeal is informed in writing. This is recorded on the External Formal Communication Register. 
    • When a person is not satisfied with an appeal decision made by the CEO, they can contact the CGQ Board in writing.
    • The CGQ Board will discuss the appeal at their next meeting. Following appropriate investigation and action, the person making the appeal is informed of the determination in writing.  The CGQ Board’s decision is final.  The decision will be recorded by the Chair’s delegate in the External Formal Communication Register and the appeal will be closed.
    • Complainants can also make a formal complaint with the Queensland Registrar of the National Regulatory System for Community Housing (NRSCH). The Registrar investigates formal complaints about community housing providers that have been registered under the Housing Act 2003. Formal complaints can be lodged about a community housing provider’s performance against the Regulatory Code.
  • Response Timeframes and Communication
    • Written acknowledgement of receipt of a formal complaint occurs within 2 business days of receiving notification of the formal complaint.
    • The target is to have a formal response issued to the complainant within 14 business days of receiving notification of the formal complaint.
    • Where resolution or outcome exceeds 14 business days, the complainant will be advised in writing of the progress to date, the anticipated date or resolution and any reasons for the delay. The target is to have all formal complaints ‘closed’ within 28 business days of receiving notification of the formal complaint. There may be instances where outcomes of corrective actions may not be fully known for longer time periods after their implementation.
    • The same timeframes apply to appeals.
  • Continuous Improvement and Compliance
    • The External Formal Communication Register is maintained by the Executive Assistant The register can be used to identify trends, recurrent issues and undiscovered opportunities for improvement actions.
    • CGQ will provide information on its complaints and appeals to comply with the reporting requirements of the National Regulatory System for Community Housing (NRSCH).

3. Relevant Legislation

Housing Act 2003

4. Related Documents

External Formal Communication Register

General Compliments, Complaints and Appeals Form

General Compliments, Complaints and Appeals Policy

General Compliments, Complaints and Appeals Procedure

Version 6.0

    Download General Compliments, Complaints and Appeals Procedure

    Acknowledgement of Country

    Common Ground Queensland acknowledges the Turrbal and Jagera/Yuggera peoples as the Owners and Custodians of the land and waters we live and work upon.
     
    We recognise and respect the historic and continued connection to land and water including the deep spiritual connection and relationship that First Nations people have to Country.
     
    We recognise sovereignty was never ceded.
     
    Common Ground Queensland acknowledges the ongoing impacts of colonisation on First Nations people and is committed to working in partnership with First Nations people to address the impacts of colonisation.