Once a matter is finalised, following the steps outlined in the 6.06 Complaints Resolution Policy, the Complaint Manager must update the report to “Resolved” and complete the necessary information.

Once completed, the report’s status should be updated to ‘Resolved’:

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Processes and procedures

6.06 Complaints Resolution Policy:

Process:

1. Evaluation

2. Categorisation and Process

3. External Referral

4. Provisional Action

5. Investigation

6. Alternative Dispute Resolution (Mediation)

7. Standard of Proof

Findings and Resolution Process:

1. Findings

2. Notification to Parties

3. Sanctions

4. Breach Notice

5. Breach Notice

6. Resolution without a Hearing

7. Referral to Hearing

8. Appeals

9. SLSA Referral to NST

Outcome and Case Closure:

1. Case Closure

2. Notification of Outcome

8.1  Working through the Complaints Resolution Process  

The detailed processes outlined in the Complaints Resolution Policy document (available to download from the Resources section in the Reporting System or under Documents in the Members Area) may change from time to time but the basic process to be followed here is as follows:

1. The Complaint Manager reviews the complaint, grievance or Child Safe matter (green tab) and decides whether to handle it themselves or assign it to a different organisational entity (blue tab).

2. If handling it themselves, the Complaint Manager completes as much of the Working (orange tab) information as possible, engaging with relevant parties where necessary and following the decision hierarchy detailed in 1.1 Architecture and Decision Hierarchy

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3. Once a resolution is reached and the matter can be completed, the Complaint Manager must mark the report as “Resolved” and complete the Summary (red tab).

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