Learning Topic 4 Protecting the rights and interests of clients
This topic should provide you with the ability to recognise and report to an appropriate person any witnessed signs that are consistent with financial, physical, emotional or sexual abuse or neglect of the client. You will learn to:
implement work practices which support the protection of children and young people;
use relevant child protection procedures to report incidents or suspicions of harm; and
provide prompt and accurate reporting of relevant specific and general circumstances surrounding risk of harm.
Section 4.6 Following organisational policy and protocols when managing a complaint
Following policies and protocols about expressing concerns or complaints is one way of making sure that the rights of clients and their families are not abused within the systems of the service you work in. It demonstrates respect for all clients.
Complaints should never be ignored or minimised. Where complaints are not dealt with promptly and respectfully, services gain poor reputations among service users.
4.6.1 Basic protocols
Organisational procedures will vary but all services should have some form of complaints policy and protocol.
The basic strategies around complaints are:
Clients and, where relevant, families, should be informed about or given the policy on entry to the service, or the protocol should be easily accessible or prominently displayed within the service.
Staff should have regular training in managing complaints and be familiar with the protocol—who to refer to and how.
Copies of the policy and protocol and any standard forms used to register complaints should be easily accessible for all staff to share with clients or others.
It is usual for the person in charge to manage complaints but workers are often the point where the complaint is first spoken. They need to feel confident in supporting the client to voice his or her concern or complaint, and in knowing to whom the complaint should be referred and when.
Complaints which are addressed speedily have less opportunity to grow. It is important that any protocol includes a follow up with the person making the complaint, to make sure they are happy with the response.
You also need to be aware that there is s piece of legislation - the Commonwealth Community Services (complaints, Appeals and Monitoring) Act 1993 - which oversees an independent complaints mechanism for clients of the CSI. There is a complaints Tribunal to hear complaint cases, including allegations of abuse and neglect by staff towards clients, and a Commission to investigate and respond to complaints about the Department of Community Services, the Department of Ageing, Disability and Home Care and all of the non-government services funded and administered by these departments. This is accessible only as a last resort, if the organisation’s grievance policy has failed to resolve the complaint.
Following policies and protocols about expressing concerns or 