Grievance Policy
Last updated: December 21, 2022
Purpose
To provide the organisation with a system to receive and resolve complaints about Ability ID Association of Australia Inc operations and services.
Our Values
Ability ID Association of Australia Inc. works on the philosophy that the well being and needs of those affected by acquired brain injury or other neurological disorders and their carers take first priority – Ability ID Association of Australia Inc CARES: Commitment, Accountability, Respect, Equality and Support. Every effort is made to inform and educate health and welfare services, and the community, about the effects and implications of acquired brain injury, and the needs of the individuals affected. Ability ID Association of Australia Inc staff work as a team, sharing tasks as necessary for the well being of all staff and the smooth running of the service.
Ability ID Association of Australia Inc. will take all reasonable steps to ensure that our clients are not adversely affected because a complaint has been made by them or on their behalf and that their concerns are given appropriate attention and resolution.
Relevant Legislation
Disability Act 2006 – Division 5, Complaints to Disability Service Providers
When to Use this Procedure
The Grievance procedure shall be used by clients, volunteers or employees of Ability ID Association of Australia Inc, where a matter cannot be resolved by informal discussion and the matter relates to Ability ID Association of Australia Inc duties to its clients or other legal or ethical obligations.
The Grievance Procedure will be as follows:
- The person with the grievance shall set out the nature of the grievance in writing.
- The person with the grievance shall meet with the person against whom the grievance is held to discuss the matter.
- A copy of the letter shall be sent to the Chief Executive Officer.
If the Grievance cannot be resolved:
- A further meeting will be held between parties and the Chief Executive Officer, to clarify the issues and seek to mediate a solution.
If the Grievance still cannot be resolved:
- The Chief Executive Officer shall raise the matter with the Management Committee of Ability ID Association of Australia Inc.
- The Management Committee shall establish a sub-committee of the Management Committee to meet with the parties and seek to resolve the issue.
- The Chief Executive Officer may attend that meeting, unless the parties request otherwise in writing.
- The Management Committee shall have the discretion to implement the Disciplinary Procedure against a staff member, request that a volunteer cease working for Ability ID Association of Australia Inc, cease providing services to a client (provided another service provider is suggested), and other such reasonable powers as are necessary to assist it in resolving the dispute.
If the grievance still cannot be resolved, the matter shall either be referred to an external body agreed between the parties for mediation. The person with the grievance may make a complaint to the Disability Services Commissioner — a) orally; or b) in writing; or c) by any other means which is appropriate in the circumstances. For further information on this process see Section 111 of the Disability Services Act 2006.
An advocate may represent the parties at any stage of the Grievance Procedure.
Changes to the Grievance Policy
We may update the Grievance Policy from time to time. We will notify You of any changes by posting the new Grievance Policy on this page. We will let You know via email and/or a prominent notice on Our Service, prior to the change becoming effective and update the “Last updated” date at the top of this Grievance Policy. You are advised to review the Grievance Policy periodically for any changes. Changes to the Grievance Policy are effective when they are posted on this page.
Contact Us
If you have any questions about the Grievance Policy, You can contact us:
- By email: admin@abilityid.org.au
- By mail: PO Box 4218 Elanora QLD 4221
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