Compliments and Complaints

How can a Consumer make a complaint about the services provided?

While you always have the right to lodge a formal complaint at any time regarding the services provided through CSI, you may wish to first discuss the problem with the Contractor or CSI Management.

Alternatively, please provide us with your feedback.

Compliments

There are occasions when CSI is complimented on the services we provide. These occasions highlight where we have met or exceeded the expectations of our Consumers. Compliments provide a very clear indication of what Consumers value about CSI and the work we do. Information about the compliments that we receive often goes unrecognised because, unlike complaints, compliments require little action on our part. Recording information about the compliments that we receive serves four purposes. It:

• Indicates which aspects of our service Consumers value;
• Helps CSI to build a balanced picture of how our service impacts on our Consumers;
• Gives CSI the chance to share and reinforce among managers and staff examples of good practice in Consumer service; and
• Helps to build morale and provide due recognition for a job well done.

The complaints and compliments database records details about compliments. Comments from Consumers are acknowledged and information about compliments and notable examples of good Consumer service are included in reports to staff and the Board of Directors.

Complaints

People complain because they are dissatisfied with some aspect of the service they receive. This dissatisfaction may relate to a number of things like:

• a decision that has been made with which they disagree;
• the quality of service they have received;
• an officer's or Support Worker’s conduct;
• delays in service; or
• the Consumers' lack of understanding of our role and function.

It is important that we look at complaints from the point of view of the Consumer. We need to understand, from the Consumers' perspective that there is a problem and see what we can do about it even if all we can do is provide a clear explanation of our requirements or apologise for any misunderstanding.
Research and experience have shown that the quicker an agency responds to the concerns raised by a complainant, the more likely it is that the complaint will be satisfactorily resolved. This is important in terms of the ongoing relationship with the Consumer. A Consumer whose concerns have been addressed quickly and effectively is likely to think more of CSI and its service. In contrast, any future contact with a dissatisfied Consumer is likely to be difficult. Dissatisfied Consumers are also inclined to tell others of their experiences, which may impact on CSI’s reputation and credibility. In addition, complaints that cannot be resolved early generate a significant additional workload for the organisation in terms of investigation and response.

Download the CSI Compliments and Complaints Policy