Complaint Handling Process
Kara Connect's first priority is to make your experience safe and secure. We take all complaints seriously and use the information from investigations to help us improve our services and identify how things might be or should be done better in the future.
We will respond to and investigate concerns raised in feedback or complaints and provide feedback to complainants within required time frames.
If you need any other assistance or support and not specifically a complaint, or you want to get in touch with us, simply contact us via the Blue Chat Bubble on the bottom right corner of the screen, or fill out this support form. One of our team members will get back to you as soon as possible.
Complaint Handling Process at Kara Connect
Lodging a complaint with Kara Connect
Provide your feedback via our online feedback form here.
Or contact us via the Blue Bubble Chat at the right bottom corner of your screen.
Response to complaints
We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issue raised. If a matter concerns an immediate risk to safety, security, or quality the response will be immediate and escalated appropriately.
We may seek to contact you in line with our internal complaint management framework to clarify the complaint. We will acknowledge your complaint within 5 working days.
Confidentiality, objectivity, and fairness
We will respect the confidentiality of the complainant and the person complained about. We will comply with relevant privacy legislation and handle all complaints with discretion in line with our Professionals Handbook, internal complaint management framework and Privacy Policy.
We will share the complaint/feedback internally only with persons necessary to ensure a fair and complete investigation relative to the concerns that have been raised.
We will identify and review the information that is required for a complaint investigation.
- Client notes / file review
- Procedure / Guidelines / internal policies and procedures
- Relevant service schedules and agreements
- Relevant professional standards.
Complaint Management Process
Below we explain the process for the Complaint Management Process that is review and processed within 4 main areas:
- Acknowledgement & Response
- Assessment & Investigation
- Complaint Response
- Closing & record keeping
Complaint Management Process
Acknowledgement & Response
Assessment & Investigation
Complaint Response
- The complaint is justified, or
- We do not accept that the complaint is justified, or
- We need more time to investigate the complaint.
Closing & record keeping
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All information gathered
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How we managed the complaint
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The outcome of the complaint; and
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Actions that have been taken.
Feedback and Complaints
We value your input and welcome you to share your feedback. Feel free to complete the form below or reach out to us via the Chat Bubble at the bottom of this page.