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What is a complaint?

A complaint usually occurs when a client or stakeholder is unhappy with the quality of service they have received. It may be a decision that has been made, or an action that has been taken, or a failure to act. Complaints may relate to not being listened to or being treated unfairly.

How we manage complaints?

Coast Shelter is committed to providing excellent client service and will seek to action complaints as quickly as possible. you can informally resolved the complaint by talking to a Coast Shelter staff member you trust. Or, make a formal complaint to Head office. In any case, we will act openly and honestly within clear timeframes and objectives.

• All complaints are managed with a position of confidentiality. You can choose to remain anonymous. However, it may limit our ability to respond.
• Coast Shelter will strive to resolve the complaint fairly and respectfully.
• We will consider each issue including the impact of the complainant, and our ability to alter the outcomes.
• We will refer to the relevant Policy and Procedures if applicable.

Making a complaint

Coast Shelter will acknowledge your complaint within a maximum of three business days. We will strive to resolve any complaint in a fair and transparent matter. We investigate complaints to establish what action we can take to achieve a fair and suitable outcome. We will communicate the outcome and reasons for the decision to the complainant and any actions taken by Coast Shelter to resolve the matter. We will follow up with the complainant with ongoing changes.

• Coast Shelter will acknowledge your complaint within a maximum of three business days.
• We will strive to resolve any complaint in a fair and transparent matter. We investigate complaints to establish what action we can take to achieve a fair and suitable outcome.
• We will communicate the outcome and reasons for the decision to the complainant and any actions taken by Coast Shelter to resolve the matter.
• We will follow up with the complainant with ongoing changes.