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.
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.