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Formerly Job Futures

Complaints

Purpose

This policy outlines the process for managing complaints received by CoAct and is designed to ensure that concerns raised are treated seriously, addressed promptly and fairly and that any learnings contribute to our continuous improvement.

Scope

This policy applies to complaints received by CoAct from its members, clients, partners, suppliers and other related third parties. The policy covers formal, written complaints in relation to the following:

  • Actions or behaviours of CoAct;
  • Actions or behaviours of individual employees, Board members, contractors and volunteers of CoAct;
  • Actions or behaviours of CoAct’s member organisations and/or staff in relation to service delivery of contracts held through CoAct.

This policy does not apply to complaints made by employees of CoAct, which are covered by the Grievance and Investigation Policy.

Policy

CoAct values all those we work with and the contribution that they make to our success.

It is recognised that, from time to time, stakeholders may be dissatisfied with CoAct’s services or actions and may wish to express their concern and seek a resolution. CoAct aims to address each concern respectfully and to work towards a resolution within the parameters of any relevant contract between the parties.

All complaints will be accepted by CoAct and dealt with in a respectful and timely manner.

It is expected that complaints are made in good faith and not motivated by personal gain or malicious intent.

Where the matter cannot be resolved at an operational level, the affected party/parties may choose to submit a formal, written complaint.

1. Client Complaints in relation to Service Delivery of Contracts Delivered through or by CoAct.

Each program has a feedback/complaints policy for clients (i.e. job seekers, apprentices, employers) in line with the relevant Deed.

Clients should refer to the relevant policy in the first instance with respect to the process for raising complaints or making feedback to ensure that these are processed and managed effectively.

1.1.     Disability Employment Services (DES) and jobactive

Compliments, observations, complaints and incidents are recorded in CoAct’s Online Feedback Register and are managed and escalated in accordance with the processes outlined in CoAct’s Service Delivery Key Processes document. The service delivery processes have been developed to ensure feedback is captured, managed and escalated in accordance with CoAct’s policies and the obligations under the relevant Deed.

Refer to the CoAct Service Delivery Key Processes document for further information.

1.2.     Green Army

Complaints and incidents are managed in accordance with CoAct’s Green Army Operations Manual, which includes relevant forms, escalation processes and periodic reporting.

Refer to the Green Army Operations Manual for further information.

1.3.     Transition to Work

Compliments, observations, complaints and incidents are recorded in CoAct’s Online Feedback Register and are managed and escalated in accordance with the processes outlined in CoAct’s Transition to Work (TtW) Standard Operating Procedures document. These processes have been developed to ensure feedback is captured, managed and escalated in accordance with CoAct’s policies and the obligations under the relevant Deed.

Refer to the CoAct Transition to Work (TtW) Standard Operating Procedures for further information.

1.4.     Australian Apprenticeships Support Network (AASN)

Complaints received in relations to the AASN program are recorded on a Complaints Form and notified to BUSY At Work who, as the head contractor, maintain the Contract Complaints Register. Complaints are assessed, managed and escalated in accordance with the BUSY At Work Complaints Handling Process. Per the process, copies of all complaints assessed as urgent are also provided to CoAct’s General Manager, Operations.

Refer to the BUSY At Work Complaints Handling Process for further information.

2. Complaints from Partners, Suppliers and Other Related Third Parties

2.1.     Making a Complaint

CoAct encourages persons at first instance to try to contact and resolve the complaint directly with the person/s concerned.

At any time, however, a formal complaint may be submitted in writing to the CEO at the following address:

Chief Executive Officer
CoAct
PO Box K43
Haymarket, NSW, 1240

Or via email at mail@coact.org.au.

If the complaint relates to the CEO, the complaint should be addressed to the Chair of the Board.

CoAct will accept anonymous complaints, however the investigation process in such circumstances may be limited as CoAct cannot establish contact to obtain further information. Anonymous complaints will be investigated, however, if the initial investigation of the complaint does not support the claims made, the complaint will be considered resolved.

2.2.     Managing Complaints

The complaints management process will be guided by the following principles:

  • The person making the complaint will be treated fairly and without fear of recrimination;
  • The complaint will be acknowledged within 5 business days of receipt;
  • Where an investigation is required, it will be objective, impartial, clearly documented and managed in accordance with CoAct’s Privacy Policy and any relevant contract between the parties.
  • CoAct will attempt to provide a written response to all complaints within 14 days. More complex complaints may require more time to investigate and in such circumstances CoAct will communicate the revised timeframe expectations.

3. CoAct Member Complaints

3.1.     Making a Complaint

CoAct encourages member organisations at first instance to try to contact and resolve the complaint directly with the person/s concerned.

At any time, however, a formal complaint may be submitted in writing to the CEO where a member organisation considers that CoAct has:

  • Failed to meet its obligations under the relevant subcontractor agreement; or
  • Failed to operate consistently with the reasonable expectations of the Company’s core documents.

The CoAct CEO will acknowledge the complaint within 2 days of receipt.

If the complaint relates to the CEO, the complaint should be addressed to the Chair of the Board.

The CEO (or Chair if the complaint relates to the CEO) will arrange an investigation of the issues to attempt to resolve the matter.

3.2.     Consideration by the Board

If after 14 days the matter has not been resolved (or within such further period as the parties agree) or the member making the complaint is dissatisfied with the CEO’s response, the member can advise the CEO that they wish the matter to be considered by the Board. Details of the complaint must be provided in writing for consideration by the Board.

The CEO will place the complaint on the next Board agenda and ensure that any supporting documents are circulated with the Board papers.

At the discretion of the Chair, it may be decided to call a special Board meeting to consider the matter.

The member will be advised as to when the matter will be considered by the Board.

The Board will consider the complaint in accordance with the Constitution, Membership Charter, relevant contract, and standards and policies of the Company.

The Board’s response will be communicated to the member by the CEO or the Chair within 5 days of the Board’s consideration.

3.3.     Dispute Resolution

Where it has not been possible to reach an acceptable solution, as per the Constitution, the parties may agree to activate the Dispute Resolution process through the Australian Disputes Centre.

4. Complaints Registers

Complaints received from clients are recorded within the relevant registers and in accordance with the applicable policies for each programme.

Formal, written complaints from suppliers, partners, other third parties and members are recorded in CoAct’s Corporate Complaints Register.

The Corporate Complaints Register will be reviewed by the Governance Committee on a periodic basis as part of its responsibility for membership and compliance issues.

5. Continuous Improvement

Learnings from complaints received from all areas of the business will, wherever relevant, inform the continuous improvement of CoAct’s policies, procedures and practices.

Periodically, the Executive Management Group will review recommendations for improvement, to consider any changes to practice or improvements to processes arising from the investigation and resolution of a complaint.

Definitions

  • Complaint: a complaint is any expression of dissatisfaction or concern (including suspected fraud) regarding CoAct, its employees, member organisations, Board members, contractors, partners and anyone else acting on CoAct’s behalf, where a formal response and/or resolution is required.
  • Dispute: a dispute arises where the two parties (CoAct and its member/s) disagree on a matter and it has not been possible to reach a resolution acceptable to both parties.

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