Confidentiality/accountability and conflict of interest
All complaints will be kept within youthspace including who it involves etc. Exceptions to this include
- Mandatory reporting under Criminal Code Act 1899 section 229BC
- When we are required by law
- Exceptions under our Code of Conduct including where disclosure is required for investigations
- Receipt of complaint
We will endeavour to process within 3 working days and if the complaint is about myself (daniel patterson) then it will be forwarded to our designated Incident Report Manager.
- Enter the complaint into our complaint system
This gives us a record allowing us to see trends which assists us in our continual improvement as well as focus areas as well as accountability.
- Perform Investigation
If we are missing information and an investigation we will perform one. This will be done keeping in mind any conflict of interests and accountability.
- Make changes/notify
If the complainant requires/requested a response, we will let them know the result of their complaint, including policy/staff changes.
Conflict of Interest
If the complaint is about the person handling the complaint then that complaint must be dealt with by a third party (incident report manager) according to our process. You will still need to provide your statement of facts around the complaint as you saw it as that will be considered as well.
Who can provide feedback
Anyone can provide feedback & it will be dealt with in an accountable and fair manner regardless if it’s from a young person, a parent or an organisation.