COTSWOLDS VILLAGE CONFLICT RESOLUTION AND COMPLAINT HANDLING
This Village provides an effective service to those who wish to make a complaint to or about the Cotswolds Village. Complaints can arise because of alleged service failures, relevant information not being readily available or being difficult to understand. Complaints may also arise from incomplete or misleading information or things that do not appropriately address common concerns or frequently asked questions. Complaints or conflicts may also arise if one parties view differ from another, without one of the parties being willing to take a conciliatory view. Complaints or conflicts may also arise if there is a disagreement with the mode of operation of the management of the Village.
Complaints and compliments are best viewed as a positive interaction with relevant stakeholders.
Benefits of handling complaints well
Good complaint handling may provide Management and staff with knowledge which can be used to:
- Improve products and services available or offered
- Foster good relationships with our residents
- Improve our bottom line in certain circumstances
- Enable management and staff to resolve issues fairly and efficiently
Poor complaint handling can cost the Village by:
- Poor or tarnished reputational damage
- Direct financial expense in relation to the complaint and possible delays to its successful resolution
- Low staff morale and a demoralising workgroup as a result of repeated complainant action
Consider the following:
- Consider whether it is possible to resolve a complaint informally by talking to the individual and providing an explanation regarding the approach taken by the organisation.
- Are the same issues raised repeatedly?
COMPLAINT HANDLING & INTERNAL DISPUTE RESOLUTION. DEALING WITH COMPLAINTS AND GRIEVANCES.
This policy is intended to ensure that we handle complaints fairly, efficiently and effectively.
This policy provides guidance on the key principles and concepts of our complaint management system and its application at The Cotswolds Village.
This policy applies to all staff, our Board of Management and Trustee, receiving or managing complaints from residents made to or about us, regarding our services and staff, or our complaint handling process. The scope of this policy is extended equally to the resolution of a dispute between two residents or between a resident and the operator. The Cotswolds Village is a non-government funded retirement village that was established in 1983 and has enjoyed a sense of community amongst its residents. We operate with a low staff to resident ratio and there may be times when complaints cannot be responded to promptly.
Our reception staff will be able to assist with many routine or informal operational matters. Other organisational or operational complaints or formal complaints should be referred to the General Manager for resolution. If that office is not able to resolve the issue, the matter will be referred to the Board of Management for consideration. If the matter cannot be resolved, it will be referred to the Trustee for consideration.
1.3 Organisational commitment
The Cotswolds Village expects staff at all levels to be committed to fair and effective complaint handling. The following table outlines the nature of the commitment expected from staff and the way that commitment should be implemented.