Complaints process overview

Dealing with informal complaints - Process Overview

Process overview

The diagram below shows the process for dealing with issues that have the potential to become formal complaints.

Note: The following diagrams do not supersede, and must be used in conjunction with, operational instructions.

Dealing with formal complaints - Process Overview

Process overview

The diagram below shows the process for dealing with issues that have become formal complaints.

Note: Throughout the process, the Area Manager or investigating officer must update the complainant monthly of progress in dealing with the formal complaint.