STEPS is committed to ensuring Participants are encouraged and supported to utilise the organisation’s Grievance Procedure and have any issues resolved without fear of retribution, in a timely, fair and confidential manner.

If you are unhappy with service that STEPS provides, how staff have treated you, or decisions that have been made, then you have a grievance. Please don’t feel that an issue that concerns you is too small to bring to our attention. It is important to both you and STEPS, that grievances are voiced, because we can then do something to improve, not only your situation, but our service.

To ensure all Participants have access to the Grievance process STEPS Employment have produced a Grievance Brochure. This provides details of the Grievance Procedure which includes a Grievance Form which may be completed to lodge a complaint.

To lodge a complaint you may complete the Grievance Form or request a meeting to verbalise your complaint. You may also make a complaint directly to Department of Education, Employment and Workplace Relations using their Customer Service Line on 1800 805 260. Where complaints are made verbally a written record of the complaint will be made on your behalf and will asked to sign the form.

If you do not wish to sign your complaint you will be advised of the outcome verbally. STEPS will still document the issue as this helps us to identify areas in which we can improve.

All information regarding a complaint will remain confidential. Written records are required to be kept for each meeting and a copy of any correspondence must be held on file. You will be notified in writing of any decision and/or resolution.

The person who raises the complaint will be involved in the resolution process. Where the grievance refers to another person, that person will have the right to respond.

Each party to a complaint is entitled to an advocate who may be a personal friend, family member or a professional person to provide advice and support. This may involve approaching and confiding in a trusted friend; a professional association or union; the STEPS Employment staff member and/or the manager.

Participants will have complaints heard by the appropriate person within 4 working days.

If you are not happy with the proposed decision or resolution you can appeal to the next senior person within STEPS Disability Qld Inc.

If you are not satisfied with the outcome of the grievance process, or would like independent advice further assistance can be sought from the following specialist bodies: