3Bridges Community Limited (3BC) recognises the value and importance of client input and feedback on services as a vital process for continuing improvement. Grievances and complaints are taken into account in all evaluations of services as to the quality of service provision.
It is recognised that some 3BC programs have additional requirements and this policy should be read in conjunction with service specific policies and procedures. 3BC Board has therefore developed clear guidelines for team members in grievance and complaints management.
The purpose of this policy is to provide team members with a clear process to follow when handling a grievance or complaint.