ENQUIRIES OR COMPLAINTS

Feedback will greatly improve the KMIC development. Any comments or complaints should be made using the form below. This is also a channel to address any enquiries to.

KMIC COMPLAINT MANAGEMENT PROCESS

INTRODUCTION

The Complaint Management Process has been developed to provide a single system through which complaints about service and administrative action can be dealt with where possible internally, and to comply with the requirements for a general complaint procedure. These procedures outline the process by which complaints will be handled when raised by or on behalf of service users.

OBJECTIVES

The Complaints Management Process aims to

• Provide a framework for the management of complaints.

• Offer a complaint management regime that facilitates continuous improvement.

• Inform customers and staff of the forms of redress available to them.

POLICY STATEMENT

The Complaint Management Process is designed to provide transparent, efficient and effective complaint handling procedures across the KMIC Services. Complaints will be treated confidentially and complainants will not suffer any reprisals from the KMIC for making a complaint.

PRINCIPLES

All complaints are to be thoroughly and expeditiously investigated with the aim of achieving a mutually acceptable resolution, and informing improvements in service delivery and best practices. To facilitate the effective management of complaints, the KMIC is guided by the following principles:

• Customer’s Rights and Obligations

• Customer satisfaction

• Customer focused service

• Customer Involvement in Quality Improvement.

BENEFITS OF MANAGING COMPLAINTS

By effectively analyzing complaints, steps can be taken to:

• redesign services;

• improve policies and procedures;

• increase efficiency and effectiveness;

• re-assess customer information needs;

• increase community confidence in decision making;

• provide transparency and accountability.

THE COMPLAINT MANAGEMENT PROCESS

The complaint management process allows the KMIC service to use customer feedback to increase satisfaction and to make improvements through:

• accountability by service;

• management of complaints;

• data collection and analysis;

• risk management of potential problems;

• addressing systemic and recurring problems.

MANAGEMENT OF COMPLAINTS

The Complaint Management Process will operate within frameworks of natural justice and confidentiality. The complaint management process will include:

• A complaint investigation procedure;

• A central point of coordination to register the complaint;

• Management of the complaint process by :

– acknowledging receipt of the initial complaint within (2) working days;

– commencing an investigation of the complaint within five (5) working days of receipt of the initial complaint;

– resolving complaints as soon as practicable in the best interest of all parties, ideally within thirty (30) working days of receipt and,

– advising the complainant if there is a delay while providing updates on the progress of the investigation at fifteen (15) day intervals.

STORAGE OF COMPLAINTS RECORDS

All complaints will be recorded separately from the customer’s information & contract record. Records of all complaints are to be retained for a minimum of 5 years by the KMIC for monitoring and evaluation purposes. Records shall be kept in a central location, with restricted access for reasons of confidentiality.

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