Complaints Procedure.
CRASAC is committed to providing high-quality services and welcomes feedback, including complaints. We recognise that sometimes things can go wrong, and we aim to respond openly, fairly, and constructively to help resolve issues and improve our services.
Making a complaint.
We encourage people to raise concerns as early as possible, ideally with the staff member or team involved so that issues can often be resolved informally.
If this is not possible, or if the issue is not resolved, a formal complaint can be made in writing using our complaints process.
Policies.
How we handle complaints.
All complaints are taken seriously and handled fairly. We will:
listen to your concerns
carry out an investigation where needed
ensure all parties are treated fairly
keep you informed throughout the process
provide a written response
Where appropriate, complaints are investigated independently, and you may be supported by a friend or advocate at any stage.
What you can complain about.
You can make a complaint about any aspect of our service, including:
staff or volunteer conduct
quality of service
discrimination
access to services or information
facilities or support provided
Confidentiality and fairness.
All complaints are handled sensitively and confidentially. Information will only be shared with those who need to be involved in resolving the issue.
Both complainants and staff or volunteers involved will be given a fair opportunity to respond.
If you are not satisfied.
If you are not satisfied with the outcome, there are further stages of review and appeal, which are outlined in our full Complaints Policy.