Feedback Policy

 

1    Policy Statement

YMCA Christchurch values and feedback received and will address all complaints raised in a prompt and fair manner with the aim of achieving a mutually satisfactory conclusion and, where appropriate, take action to ensure the situation does not arise again.

When feedback or complaints are received, YMCA Christchurch aims to:

  • Keep and open mind and take a fresh look at the issues raised
  • Understand the reasons why a customer or visitor has lodged a complaint and address those reasons
  • Acknowledge any mistakes and put them right if possible
  • Escalate complaints to the correct people as necessary
  • Capture complaints data and use data to identify problems and trends
  • Operate within legal boundaries and business policies

 

2    Policy Details

2.1.1   Receiving Feedback

The receiving of feedback and complaints is client focused, visible, accessible, and valued and supported by management. This will be achieved by the following process:

  1. Clients and visitors will be able to give feedback in a number of ways:
    • Verbal or written feedback may occur in person to staff involved in any YMCA run activity
    • Verbal or written feedback may occur in person to reception staff at any YMCA site
    • Feedback can be given over the telephone to YMCA staff
    • Feedback can be given online through the YMCA Christchurch website;
  2. When feedback is received it should be considered whether the matter can be resolved quickly and easily by the person receiving the feedback. If it can,  this should be done, and the details logged for further analysis;
  3. If a serious complaint is raised a manager should be alerted immediately to provide support in managing the complaint. If, however, the manager is unavailable, a member of the senior management team should be advised immediately; and
  4. A record should be made of the feedback using either the YMCA Chch Feedback and Complaints log or Form documents.

2.1.2   Processing Feedback

Feedback and complaints are responded to promptly and handled objectively, fairly and in confidence. Remedies are provided where appropriate. This will be achieved by the following process:

  1. Feedback should be assessed and assigned priority, with a decision made as to who will deal with the feedback
    and when it should be completed;
  2. If the matter cannot be resolved immediately it should be reviewed by management;
  3. The review should resolve factual issues and consider options for resolution;
  4. Any response to the person who gave the feedback should be clear and informative, as far as possible,
    explaining the outcome of the review and providing reasons for any decisions made or remedies offered;
  5. In the event that the person who gave the feedback is not satisfied, the response should include information
    about other possible remedies. This may include lodging a formal complaint with senior management or by
    lodging a complaint with relevant external bodies which include the Ministry of Education (MoE), Ministry of
    Social Development (MSD), and The Privacy Commissioner etc.; and
  6. Any systemic issues that arise as a result of the complaint should be considered and acted on.

2.1.3 Analysis of Feedback

Reviews of feedback and complaints are used to stimulate improvements. This will be achieved by the following process:

  1. All feedback will be lodged with:
    1. The relevant departmental manager;
    2. The relevant executive manager; and
    3. The Health and Safety Officer.
  2. Analysis of feedback in regard to specific departments will be carried out by the relevant departmental
    manager with assistance from senior management;
  3. Analysis of feedback across the organisation will be carried out by the Health and Safety Officer; and
  4. Analysis will occur quarterly (at minimum) and the results will be communicated to all staff and
    management.

 

3    Accountability and Responsibility

Role Responsible for:
Senior Management
  • Support departmental managers in dealing with serious complaints
Departmental Management
  • Conducting initial assessment of incoming feedback
  • Resolving concerns and complaints within predetermined boundaries with the support of senior management
  • Notifying senior management of serious concerns or formal complaints
  • Lodging and analyzing feedback for trends
  • Communicating decisions and actions to staff
Frontline staff
  • Responsible for listening to what our customers say, for resolving
    issues wherever they can and escalating if they cannot resolve them
  • Recording and reporting of feedback received

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