We treat all feedback and complaints seriously, confidentially and without retribution, and we use the principles of Open Disclosure, where appropriate. Learnings from feedback and complaints will be used to drive organisation-wide continuous improvement to enhance our service delivery and improve resident and customer satisfaction.
IRT’s complaints management process ensures a consistent and timely approach to the management and resolution of complaints.
We seek to resolve complaints using an open, easily accessible, timely and effective complaints resolution process, underpinned by our values of Integrity, Respect and Trust.
Feedback: A general comment or recommendation. Information given to us in the form of feedback is appreciated as an opportunity for improvement.
Complaint: An expression of dissatisfaction that relates to a product, service or well-being of IRT residents or customers. A complaint can also relate to our internal complaints handling process itself, where a response or resolution is expected.