Why?
The comments, compliments and complaints form has been created for and in consultation with the young people who attend AppleCast Limited.
The aim is to enable young people to directly feedback their opinions and experiences of AppleCast Limited in order that their needs be directly addressed and responded to and any grievances resolved.
This in turn will create a more pro-active, empowering relationship between AppleCast Limited and young people, and also act as an essential record of a grievance procedure for referral agencies, funders and others.
How
On entering the AppleCast Limited programme, young people should be verbally informed about the feedback procedure; including the location of the forms should they wish to use them. The support worker can do this, for example, during induction. Young people currently using the programme should also be verbally given the same information.
The feedback procedure details must also be displayed in each centre on a poster, with details of the location of the forms in each centre. The forms themselves must be made available to any young person who wishes to address a comment, compliment or complaint.
Literacy and/or language support should also be available to enable all young to have an opportunity for feedback. This could include the support of an impartial staff member or third party assisting in the completion of the form and availability of large print forms.
Procedure
When a completed form is received it must be handed to the Chief Executive who can assess the appropriate response to the form. This might be passing on suggestions for improvement or compliments to relevant staff members.
If any issues raised on a comments, compliments and complaints form, relate to; Child Protection, Health and Safety or Managing Diversity issues, these should be forwarded to the Chief Executive. This will then be discussed with the appropriate person to ensure all issues raised are dealt with correctly.
It is important to respond to a comment in order to demonstrate AppleCast Limited Limited’s commitment to the rights of young people. Response to a comment or compliment can be made either verbally or on written form directly to the young person, at the discretion of the Chief Executive. All verbal disclosure must be written in full and addressed through the correct procedure
