CSIA has a customer focused culture and is committed to delivering high quality services both internally and externally. We welcome all feedback and complaints on our performance as a means of monitoring, improving and enhancing our effectiveness and efficiencies.

Policy

This policy applies to anyone who has dealings with CSIA either internally or externally and has an enquiry, feedback or complaint regarding their interaction. This can be submitted by completing the online form, Contact us on 07 3180 1360, or email us at [email protected]

Any feedback and complaints received that have not been identified as a formal complaint will be deemed informal.

The resolution may involve problem solving, shared understanding and a change to process and procedures.

A formal complaint is defined as a complaint followed up in writing and/or the complaints form has been completed and has been identified as such.  Formal action is usually appropriate when informal attempts have failed and/or the allegations are serious.

Formal complaints will be acknowledged within 3 days with the aim to process the complaint and advise the outcome within a reasonable timeframe. The following procedure outlined below will apply for all formal complaints.

All formal complaints will be dealt with confidentially and the complainant has the right to remain anonymous although it is encouraged to provide contact details to provide a more satisfactory resolution process.

In some circumstances management may seek the support of an independent external consultant to support CSIA to work with you to resolve the issues arising from the process. If after this process you are not satisfied with the response, you can submit a complaint to an external relevant ombudsman depending on the nature of your complaint.

The CEO will be made aware of all complaints and monitor the outcomes and resolutions for further improvements to service delivery and quality.

Procedure

A verbal/informal feedback or complaint can be made to anyone that you feel comfortable to talk with within the organisation or by phone, emailing or completing the online feedback/complaints form. This will be escalated to management where necessary.

If the complaint relates to your direct manager, this will be handled by a neutral senior person.

Verbal/Informal complaints may be resolved without further consultations. However, if necessary, a discussion with the parties involved may be required with the aim for a mutual resolution.

If the complainant decides that the informal outcome is not satisfactory, they have the right to submit a formal written complaint with all details of the matter and why they believe this has not been dealt with appropriately, the date and resolution that is sought.

  • Submit a formal written complaint
  • Complaint is received in confidence and assigned appropriate
  • Complaint is documented by means of a confidential record
  • Investigation begins and acknowledgement sent to complainant within 3 days (if details provided):
    • The complaint will be discussed with all concerned parties where possible and/or
    • an internal investigation will be actioned
  • Report to the CEO the findings/evidence with a recommendation of any action/s
  • Discuss with parties concerned (if appropriate) and provide an opportunity to respond
  • Implement solution/actions necessary to resolve
    • For workplace issues this may mean mediation is needed. Parties concerned are entitled to have a support person during conversations. Notice will be given so that a support person can be organised if requested.
  • Finalise and close the matter
  • Records will be stored in a secure file and recorded in the complaints register.

If the complainant is not satisfied with the outcome of their formal complaint, they can dispute the resolution and seek further external assistance or legal advice.

Human Rights Complaint: https://www.qhrc.qld.gov.au/complaints/make-a-complaint

Privacy Complaint: https://www.qhrc.qld.gov.au/complaints/make-a-complaint

Consumer Rights: https://www.qld.gov.au/law/your-rights/consumer-rights-complaints-and-scams

Legal Aid: https://www.legalaid.qld.gov.au/Home