Complaint definitions

Formal Complaint

A formal complaint exists when a complainant formally draws to the attention, orally or in writing, any action or outcome related to the activities of the Community Probation Service and its staff, which the complainant wishes to have investigated or reviewed.

Internal Complaint Resolution

A complaint is addressed internally when:

• All reasonable steps have been taken to address the substance of the complaint; or
• The complainant withdraws a complaint; or
• It is referred on to an appropriate external complaint agency; or
• Satisfactory "agreed action" is taken.

Justified Complaint

A justified complaint exists where the agency responsible for the action or outcome being complained of should have acted differently, in that any of the following conditions applied:

• The action or outcome being complained about did not comply with the applicable legislation or Community Probation Service Operations Manual instructions.
• The action being complained about was not safe, fair or reasonable in the circumstances.
• The action or outcome was not actioned in a timely manner.
• The action being complained about constitutes a breach of the Code of Conduct.
• Some corrective action or redress is warranted.

Frivolous or vexatious complaints

The Area Manager, Regional Manager or General Manager may refuse to investigate a complaint if the complaint is considered to be frivolous or vexatious. If the Area Manager is in doubt as to whether a particular complaint is frivolous or vexatious, the matter should be discussed with the Regional Manager or advice should be obtained from Head Office.

If a complaint is not investigated because it is considered to be frivolous or vexatious, the complainant must be promptly notified in writing by the Area Manager

If the complainant indicates they are dissatisfied with this outcome, the complainant must be informed about his or her right to complain to an official agency (e.g. the Office of the Ombudsmen or an Inspector of Corrections).