Learn, Do Not Copy!

Learners ensure information and support is in place to enable those using services and their carers to raise concerns and make complaints when they wish to do so

This page is designed to answer the following questions:

NOTE: Although this page has been marked as complete, it has not yet been peer-reviewed or quality-assured, therefore it should be considered a ‘first draft’ and any information should be fact-checked independently.

Learners demonstrate how they ensure information and support is in place to enable individuals using services and their carers to raise concerns and make complaints when they wish to do so to include ALL of the following:

  • Clear and visible information on how to make complaints and raise concerns for all individuals using services and their carers
  • Easy access to documentation or augmented systems or a designated person to make an informal or formal complaint or concern
  • Detail on how concerns and complaints are reported, recorded and monitored to resolution are available and clear and easy to understand for all individuals using services and their carers
  • Acknowledging the anxiety an individual using services or their carer may feel making a concern or complaint about poor or unsafe practice
  • Acknowledging the anxiety an individual using services or their carer may feel making a formal complaint to an external agency
  • SHowing an open door policy and non-judgmental approach to an individual using services or their carer who wishes to raise a concern or make a complaint