YIS INTERNAL侵害に関する手続き方法クライアントのフィードバックや苦情
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Feedback is a valuable element in understanding our clients’ views of their experience. YIS empowers all the staff to handle our service problems and is as well burdened with responsibility for client’s feedback and complaints. Whether you are pleased with our performance or we have not met your expectations, we highly value your comments.
All the staff at YIS is expected to listen courteously to client’s concerns and problems with the service, and do what they can to correct deficiencies.
YIS aims to ensure that:
- Making a complaint is as easy as possible
- We treat the client’s complaint seriously
- We deal with the client’s complaint promptly and in confidence
- We learn from complaints and use them to review and improve our service
What is a complaint?
A complaint is when the client informs YIS that they are not happy about the service we provide. It can be about anything and could include
- When we do not deliver a service on time
- When we give the client the wrong information
- When the client receives a poor quality service
- When the client has a problem with a member of staff
How to make a complaint?
If our clients are not happy with our service then are all welcomed to launch their complain:
- By email at info@yis.co.nz
- In writing to YIS at 19 Sandrine Ave, Clover Park, Manukau City Auckland
- By phone to YIS on +6499401361/+6492102543289
- By fax to YIS on +6492620058
- In person at YIS office.
Response times:
- We will acknowledge the receipt of the complaint within 2 working days.
- We will issue a full response within 10 working days.
- If there is a delay in responding we will keep you informed about the progress.
Service Improvement:
- All of your complain are entered in a complaint logbook for later analysis by the director of YIS
- Complaints data, not identifying complainants or staff member respondents, goes to YIS meetings for consideration for service improvement.
- YIS obtains information about its clients’ satisfaction with the feedback and complaints procedures, and reviews the effectiveness of its procedures annually.
Making a Complaint:
We have a particular process of launching a complaint. To make a complaint, the client must start at Level 1 and stop at Level 3:
Level 1: Attempt a resolution with the person directly concerned
Level 2: Review by the Director of YIS
Level 3: Lodge the complaint to IAA Register.
Level 1: Attempt a resolution with the person directly concerned
In this process we expect a client to try to resolve a complaint directly, informally and quickly with the person concerned. The client is expected to explain clearly what the problem is and what outcome they are seeking, and the member of staff is expected to listen to the complaint and to use their best endeavors to try to resolve it in a straightforward and reasonable manner.
We hope to resolve most problems in this manner.
Level 2: Review by the Director of YIS
In case level 1 does not provide a satisfactory outcome, the client can ask the director of YIS formally with the complaint.
The client should write to the Director of YIS, using YIS Complaint Form to set out what their complaint is, what the supporting evidence is, why informal resolution was unsuccessful, and what outcome they want. We will only deal with complaints presented on YIS Complaint Form and where all of these points are covered. The Director of YIS will acknowledge receipt of Complaint Form and review the complaint. The Director is required to observe the following:
- Ensuring she has read and understood the written complaint (which might include asking the client to clarify matters either in writing or by meeting with them);
- Giving the person complained about, or who is directly responsible for the matter being complained about, an opportunity to read the complaint and to set out their side of the story, verbally and/or in writing (if verbal, a written record must be kept);
- Judging whether she has enough information on which to make a decision, and if not to acquire that additional information before making a decision;
- Meeting with other parties relevant to the complaint, if she feels this may assist her understanding;
- Taking all the evidence into account in the process of making a decision;
- Handling the complaint sensitively, especially where individuals are named.
- Any member of staff named in a written complaint should be made aware of the complaint, and she should expect the complaint to be handled with discretion and confidentiality to be maintained;
- In making the decision, being objective (i.e. not assuming one side or the other is bound to be right);
- Making a reasonable decision;
- Setting it out in writing;
Clarification of Nature of Complaint:
- The director of YIS contacts complainant and makes an appointment for the first interview with the complainant.
- The relevant files and documents, best read before the interview, give the necessary background to understanding the client’s problem.
- At the first interview, the director of YIS asks the complainant to tell the whole story. YIS then asks to hear the story again, asking questions to clarify the exact nature of the complaint.
- The director of YIS restates the issues of the complaint and checks that they are correct. At this stage the complaint issues are written down.
- The director of YIS records the action, which will correct the problem for the complainant.
- For complex complaints, two interviews may be necessary to achieve this goal.
- The director of YIS then explains:
– How the matter will be investigated,
– That resolution usually needs negotiation on both sides,
– Any limitations on YIS’s part to fix the problem,
– YIS limits to give the sought remedy, and
– The feedback procedure.
Investigation of Complaint
- The director of YIS interviews the respondent and any staff involved in the situation.
- The director of YIS collates the material for a response, decides on a response, writes a draft response letter and reviews the complaint with YIS’s management.
- At the agreed appointment time, the director of YIS reports YIS’s response to the clients or gives a progress report.
- If the complainant agrees that the proposed resolution will finalize the complaint, the director of YIS reads the draft letter to the complainant. YIS thus ensures that the complainant is satisfied, and avoids internal and external appeals.
- YIS takes remedial action. YIS posts the letter, including the complainant’s right to take the matter to the IAA Registrar under *Section 44, 45 of the Immigration Advisers License Act 2007, to the complainant.
- If the complainant is not satisfied with the resolution offered, the director of YIS makes a telephone appointment for a further progress report.
- The director of YIS reconsiders its position. It considers seeking advice, from an independent impartial person with complaints knowledge, without breaching the client’s confidentiality. YIS either revises the offer or repeats the original solution. If there is no further action, which can be taken to resolve the complaint, YIS expresses regret they cannot reach an acceptable resolution. The letter finalizing the complaint will contain information about accessing
- Section 44, 45 of the Immigration Advisers License Act 2007 and the names skilled advocates.
Level 3: Lodge the complaint to IAA Register.
If not satisfied with any of our resolution then our customers are requested to launch their complains at Immigration Adviser’s Authority (IAA) as the formal complaint.