• Complaints about our services may come from any source including: current and former residents; family members of residents; friends, neighbours, or advocates of residents; service users; service providers; or professionals where the issue has occurred within the last 12 months and affects an individual resident or group of residents.
  • A complaint that is submitted via a third party or representative must have the resident’s consent or be via a legal power of attorney and will be handled in line with the complaints policy. As such is also included in the term ‘complainant’ as applied through this policy.
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