Architecture & Access values feedback from our clients to assist in identifying areas that are working well and also where improvements can be made to our processes and services.
Feedback can be provided in person or by email.
Home Modification clients can complete our online survey upon completion of their project or contact us immediately with any questions or concerns in relation to their project.
Feedback is documented in the ‘Feedback & Complaints Register’. Feedback is evaluated by the Project Manager Director in consultation with relevant staff. Where required, a detailed response is given to the person providing the feedback.
Specific feedback may be used to consider opportunities for systematic improvement to Architecture & Access services. Feedback may be openly shared and discussed at General Staff Meetings involving all Architecture & Access staff.
Architecture & Access aims to resolve all complaints quickly and effectively with a mutually agreed outcome satisfactory to all concerned.
In the event of a complaint being raised by a client or member of the public (either verbally or in writing), the following complaints resolution process is followed.
The person raising the complaint is immediately encouraged to discuss the issue of complaint with a Director of Architecture & Access (not the individual staff member or contractor who is the subject of the complaint).
The initial contact regarding the complaint can be made by phone, email or in person to the attention of Andrew Sanderson or Chris Porter. A Director will be nominated to contact the complainant in person to discuss the issues and options for resolving the complaint.
Step 2 – Option 1: Resolution through internal informal complaint resolution process
The nominated Director will handle the complaint on behalf of the Architecture & Access by participating in a discussion with the person making the complaint.
- The discussion between the Director and the person making the complaint should preferably take place person to person, in a private meeting room or mutually agreed location.
- Architecture & Access may engage an impartial trained conciliator if they believe it will assist the discussion and resolution, and agreed by the person making the complaint.
- The person making the complaint may wish to bring an advocate or support person.
- The complaint is deemed resolved if both parties reach a mutually acceptable outcome following discussion.
- Even if there is no admission to the behaviour or acts complained about, the parties may be able to agree to an outcome that is acceptable to the complainant and other parties.
- If an acceptable outcome is reached the nominated Director will be responsible for ensuring that the appropriate people who need to know about the outcome are appropriately informed so that the outcome is implemented and followed.
- Resolution may include an apology, agreement not to repeat the behaviour or actions complained about, and other outcomes proportionate to addressing the problem and preventing further issues.
- Architecture & Access will take all appropriate action to ensure the issue of complaint remains acceptably managed in accordance with the mutually acceptable discussed outcome. This will be monitored by the nominated Director (the person responsible for hearing the complaint and participating in the discussion process).
- The nature and satisfactory outcome and management of the complaint will be documented and placed on the ‘Feedback & Complaints Register’. A copy of the documented complaint and outcome will also be forwarded to the person making the complaint.
If the complainant is unhappy with the outcome of the informal internal complaint handling process, the matter may proceed to a process of internal formal investigation, and/or to the to an external and impartial dispute resolution process or relevant authority, depending on the location and nature of the complaint.
Step 2 – Option 2: Resolution through internal formal complaint handling process
If the person making the complaint chooses to seek resolution through the internal formal investigation process the following steps will be followed.
- The Directors of Architecture & Access will appoint an impartial investigator to interview the complainant and detail the complaint in writing.
- During this interview and in any consequent stages of the process an appropriate support person may support the complainant.
- The investigator will put the allegations in full to the other party or parties.
- If there are any disputes over facts, the investigator will interview any witnesses and gather evidence that will assist in making a finding, and gather any other relevant evidence that will assist in making a finding.
- Based on the facts of the matter the investigator will make a finding on the substance of the complaint.
- A report documenting the investigation process, the evidence, the findings and a recommended outcome will be made to the Directors. The Directors will assess the report, consult with any appropriate parties (not the parties to the complaint) and implement an appropriate outcome.
- The Directors will advise the parties to the complaint and any other relevant parties of their decision and outcome to be implemented.
Step 3: referral to external dispute resolution process or relevant authority
If the complainant is unhappy with the outcome of internal complaint-handling, Architecture & Access will refer the complainant to an external and impartial dispute resolution process or relevant authority, depending on the nature of the complaint.