CPS staff member
The CPS staff member is responsible for:
- Attempting to appropriately address any concerns raised during the informal contact with the complainant, and involving the Service Manager if required.
- Entering notes in IOMS to document what action has been taken in seeking to address the complaint.
- Explaining formal complaints process to complainant and assisting complainant to make a formal complaint if required.
- Referring complaint to the Area Manager.
Area Manager
The Area Manager is responsible for:
- Entering complaint on Complaints Register.
- Copying complaint to Service Manager (providing they are not the subject of the complaint).
- Sending acknowledgement of receipt to complainant, within three (3) working days, and offering the complainant the opportunity for an interview with the investigating officer (where one exists) to discuss issue within ten (10) working days of complaint being received.
- Sending standard letter to staff named in the complaint.
- Appointing an appropriate person to undertake the fact-finding process.
- Consulting with Regional Manager on further action required following fact-finding process.
- Advising complainant on progress of complaint (on a monthly basis if the investigation for more than one month).
- Advising the complainant in writing of outcome, including outlining the actions the complainant can take if they are not satisfied with the outcome (e.g. referral to Inspector of Corrections or Ombudsman).
- Updating Complaints Register on progress with individual complaints and reporting to Head Office on the number, nature and outcome of complaints as required.
Regional Manager
The Regional Manager is responsible for:
- Reviewing and confirming Area Manager's proposal/s following fact-finding process.
- Overseeing Area Manager's handling of complaints.
- Referring to General Manager if necessary.
- Consulting with Head Office Probation and Offender Services Human Resources team (POSHR) if an employment investigation is to be undertaken.
- Consulting with Head Office Policy and Operations team if an operational policy or procedure investigation is to be undertaken.
