Compliments, complaints and feedback

We are committed to handling each complaint as soon as possible in an efficient and fair manner.  We use a structured mechanism for handling complaints, and we will inform the complainant of the progress of the complaint and the timeframe for resolution.

We review our complaints which enable us to improve our standards of customer service. Mancel College has a complaints resolution procedure to ensure that all parents/carers or community member’s feedback is handled as efficiently and as effectively as possible.

• Log all compliments
• Use the compliments log as a driver towards improved customer service and as “best practice” examples during training sessions
• Log all formal complaints
• Ensure that Compliments and Complaints are managed in accordance with Language Disorder Australia’s Complaints Resolution Policy v2.01.

4.1 Compliments
Our compliments procedure logs all compliments that we receive.  We receive compliments in many forms – verbally, by email, and by letter.  Our compliments log is maintained and reviewed within the administrator of Language Disorder Australia and compliments are used as examples of “best practice” whilst training staff and for continuous improvement.

4.2 Complaints
Our complaints procedure has four stages.  Prior to the formal procedure being invoked, parents/carers and community representatives are encouraged to contact their relevant teacher or staff member who will first try to solve the problem informally.

4.3 Self-resolution (within seven working days of a complaint being identified)
Where the complainant feels comfortable doing so, they should attempt to seek a resolution to the complaint themselves with the person/persons involved. The purpose of self-resolution is to avoid escalation of complaints, to produce a positive result for the maximum number of parties and to encourage a culture where honest and constructive communication is valued between all.  Mancel College does not tolerate anyone behaving in a confrontational, aggressive or abusive way in the pursuit of addressing a grievance.
However, the informal approach may not always be appropriate and, in these situations, the client/representative or the organisation may trigger the formal procedure.

Our complaints procedure records all complaints that we receive.  We receive complaints in many forms – verbally, by email, on our website, by letter and we have a compliments and complaints form, online, which we provide to our College’s community, this may also be used by employees.  Assistance will be provided to those complainants who let us know if they are unable to put their complaint in writing.

• Speak to member of the Mancel College Leadership Team
• Phone: (07) 3378 8625
• Email: feedback@languagedisorder.org.au
• Website feedback form
• Or in writing to: Feedback at Language Disorder Australia, Level 3, 88 Jephson Street, Toowong, Queensland, 4066

5.1 Stage 1
We will acknowledge receipt of a complaint about Mancel College within 24hrs of receipt. The complaint will be logged in Language Disorder Australia’s Complaints register, and a complaint file will be started.   This will then be passed to one of the Deputy Principals. The Deputy Principal will investigate the complaint and respond in writing within 7 working days of receipt of the complaint.

5.2 Stage 2
Parents/Carers or Community members with a serious complaint about our service, or who have a complaint that was not resolved at Stage 1, may request to escalate the complaint, via any form (e.g., Email or phone call).   The Principal will investigate the complaint and respond within 10 working days of receipt of the escalation of the complaint.  All records will be logged in the Complaints register.

5.3 Stage 3
Parents/Carers or Community members who have a complaint that was not resolved at Stage 2, may request to escalate the complaint via any form (e.g., Email or phone call). The CEO will investigate the complaint and respond in writing within 10 working days of receipt of the escalation of the complaint.  All records will be logged in the Complaints register.

5.4 Stage 4
Parents/Carers or Community members who have a complaint that was not resolved at Stage 3, may request to he Board will investigate the complaint and the outcome of each stage of the complaints process.  The Board will write to the complainant with the outcome of the investigation within 21 working days of receipt of the escalation and this decision is final.

Mancel College will endeavour to try to resolve any complaints that you may have quickly and fairly, but if you are unhappy with the outcome, you can contact the following:
The Non State Schools Accreditation Board via the link below:
form-complaint.pdf (nssab.qld.edu.au)

This policy is due to be reviewed two years from the date of approval.