Shineline complain policy

Complaints may be about:

• Shineline takes all reasonable steps to ensure that staff and clients are treated fairly, consistently and with respect whilst working for the organisation. To this end, Shineline maintains a culture in which staff members’ right to seek resolution of issues and problems is recognised and supported.
• Shineline encourages open discussion and communication between staff and clients as a means of fostering co-operation and reducing misunderstandings.
• Where matters arise which cannot be, or are not appropriate to be, resolved through open dialogue, Shineline provides a process for complaints to be addressed and resolved.
• People who raise complaints at Shineline will be protected from any victimisation as a result of raising the complaint, include protection from adverse employment action.

• The complaint process will be transparent, easy to access and designed to enable everyone to participate equally.
• As a general rule, Shineline will attempt to resolve complaints at the lowest appropriate level. For less serious complaints, this may be done informally, with a discussion between the complainant and the respondent or including an impartial third party.
• Serious complaints relating to potentially unlawful behaviour are not suitable for informal resolution and must be investigated. This includes instances of sexual harassment, bullying and discrimination.
• The complaints process assumes and relies upon all parties engaging in good faith, with an open approach to considering reasonable options.
• Complaints will be addressed in a timely fashion and in a manner that aims to minimise harm to individuals involved in the complaint.
• Complaints will be dealt with confidentially. This means the information will only be provided to those who need to know about it, in order for the complaint to be actioned properly, or disclosed in accordance with legal obligations. It also requires that the complainant also maintains confidentiality in fairness to all involved parties whilst any form of investigation or review is being undertaken.

  PLEASE NOTE In some circumstances, the substance of a complaint under this policy may be a matter that requires reporting to relevant authorities, including professional registration bodies.

• Shineline reserves the right to take appropriate disciplinary action in the event of a complaint that is found to be vexatious. Shineline may also decline to consider a complaint that is considered frivolous in nature.

• An employee has the right to withdraw the complaint at any stage of the process. However, Shineline retains the right to continue to address serious issues raised in complaints, even in cases where the complaint has been withdrawn, in order to safeguard the workforce overall.

• Procedural fairness will be observed in the handling of formal complaints, in accordance with the following principles:
• All parties to a complaint will be treated fairly, and in a manner that respects their right to an unbiased, timely and transparent process.
• The decision-maker will declare any perceived or real conflicts of interest to avoid allegations of bias.
• All complaints will be considered on their merits, on the basis of information relevant to the complaint and any mitigating circumstances.
• Where the complaint concerns the actions of other people, those people accused have the right to be informed of the allegations and the opportunity to respond.
• The complaint process and the potential outcomes of the complaint will be clearly explained to all parties.
• The complainant will be kept informed of the progress of the complaint
• Shineline will document all complaints received and their resolution.
   

• Complainants have the ability to request an internal review of a decision in a complaint matter.
• Where available, complainants will be advised of external appeal avenues available to them if they remain dissatisfied with the review outcome.

• Workplace Complaints Procedure
• Sexual Harassment Policy