Cooinda Family Support Group grievance policy procedure

All service users, Committee of Management and staff are free to raise any issues they may have regarding Cooinda. Every effort will be made to resolve these issues. Cooinda welcomes and encourages this opportunity in order to continually improve its service.

Cooinda will make every effort to establish an atmosphere of trust and open communication so that issues are dealt with in a constructive way.

The following procedure shall take place:

1. If unresolved, either party will notify the Co-ordinator who will attempt to resolve the issue, or the President of the Committee of Management if the issue concerns the Co-ordinator.
2. the parties will attempt to resolve the matter between themselves in the first instance and will have the opportunity to be accompanied by a friend, case worker or advocate.
3. Should the issue remain unresolved a Grievance Committee will then be convened within five working days.
4. The Grievance Committee will consist of
   • the complainant and nominated representative
   • the party about whom the complaint is directed and their nominated
   • representative
   • one designated member of the Committee of Management, eg. Treasure if the
   • issue is 'financial'
   • one independent, who is agreed to by both parties, with qualifications
   • appropriate to deal with the complaint
5. All grievances will be fully documented with outcomes reached and method of resolution notified in writing to all parties at the meeting.
6. If the issue remains unresolved, parties have the right to take this matter further.
7. Grievance policy will be reviewed annually.
8. All information regarding complaints by an individual will be treated with respect and confidentiality by all persons involved.
9. All complaints outside the jurisdiction of Cooinda will be referred to the appropriated agency or authority.

Rights and Responsibilities

• Respect for their individual human worth, dignity and privacy
• Access services without discrimination
• Be informed about available support
• Choose from available alternatives
• Pursue any complaint about service provision without retribution
• Copies of Cooinda's Policies and Procedures
• Involve an advocate of their choice

• Respect the rights and dignity of Cooinda's staff members
• Accept the results of any decision made
• Assist Cooinda's staff members when providing support
• Provide the information Cooinda needs to give support