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

We will acknowledge receipt of each complaint using the most appropriate medium (e.g., email, direct contact etc) for communicating with the complainant within 5 working days of receipt of your complaint.

We may contact you to clarify the complaint, seek further information related to your concerns and discuss the outcome sought with you.

Assessment & Investigation

We will assess the complaint and determine the appropriate level of investigation based on an objective review of information available.

We will ensure an appropriate person is assigned to manage and investigate the complaint.

A written record of the information gathered, and any decisions made will be maintained.

We will act without bias to identify, analyse, and review necessary information required to establish and verify the facts.

Complaint Response

Within 10 working days of having acknowledged your complaint we will advise whether we consider;

The complaint is justified, or
We do not accept that the complaint is justified, or
We need more time to investigate the complaint.

We will inform you of our decision and supply the reasons for that decision, outcome of our investigation and actions we propose to take. Where extensive investigations are required, you will be kept informed in writing at monthly or agreed intervals until the complaint is resolved.