Sensory Advocates NW will endeavor to deal with all complaints promptly and in a fair and equitable manner, according to the procedure set out below.
If you are considering making a complaint you should, in the first instance, notify (either in writing or verbally) either the Manager or a member of the Board of Directors, stating at this point if you wish to be formal or informal.
A face to face informal discussion will be offered and will usually take place within 15 working days, at which Network Circle for Deafness will make every effort to resolve your complaint. You may bring somebody to represent or support you if you wish. You may ask for an advocate or somebody else for support.
If you are unhappy with the outcome of this meeting, you should make a written formal complaint to the complaints committee within 15 working days, including what you feel is required to address the complaint. You may ask for an advocate or somebody else to help you with this.
Your complaint will be acknowledged in writing within 10 working days of receipt.
The complaints committee will usually begin the investigation of the complaint within 15 working days, and you may make personal representation at the investigation with the support of a person of your choice if you wish. You may ask for an advocate or somebody else for support.
You will be informed in writing of the decision of the complaints committee within 5 working day of the conclusion of the investigation.
If you are unhappy with the outcome from the complaints committee you may appeal within 10 working days, in writing to the Appeals Committee. Your appeal will be acknowledged in writing within 5 working days of receipt. You may ask for an advocate or somebody else for support.
You will be notified in writing of the decision of the Appeals Committee within 5 days of the conclusion of the investigation.
The decision of the appeal committee is final.
Who are the complaint committee and the appeal committee? They are members of the board of directors, but different ones on both committees.