Opulent Soft Furnishings | Curtains | Blinds | Upholstery | Nundah | Brisbane | Queensland 4012
COMPLAINTS/COMPLIMENTS PROCEDURE
Opulent Soft Furnishings believes any discrimination, sexual harassment or victimisation problems are best resolved internally with this complaint/compliment procedure.
Brett Small, Proprietor is responsible for implementing and reviewing this procedure.
At any time, you have the right to contact the Queensland Anti-Discrimination Commission for information or advice, or to lodge a complaint.
If we observe inappropriate behaviour, we will act to stop it to prevent a complaint.
We commit to handling any complaints quickly, seriously and confidentially.
Confidentiality
  • Information about a complaint will only be given to the people directly involved.
  • Everyone involved will be advised of the need for confidentiality.
  • Information will be kept securely and only on an employee’s file if they are disciplined.
Fairness/Impartiality
  • Fair treatment for all is paramount.
  • The complaint will be handled fairly and in good faith by a trained person.
  • Any person complained about has the right to know the details of any allegations against them.
  • Both parties will have the opportunity to give their version of events.
  • No judgements will be made or action taken until all relevant information has been assessed.
  • Both sides are allowed support or representation.
  • All allegations will be investigated before a decision is made.
  • Complaints must be substantiated before any disciplinary action is taken.
Victim Protection
  • People involved in a complaint will be protected from being victimised.
  • Victimisation will be disciplined.
  • Anyone found making malicious or false complaints will be disciplined.
What to do We encourage you to go through these options to resolve your complaint. At any time, you can make a written complaint to us or the Queensland Anti-Discrimination Commissioner.
OPTIONSOption 1 – Self Help Try to resolve the problem yourself by talking to the person or people involved. You may find that their behaviour was unintentional and will stop if you ask. Option 2 – Seeking Information
  • Talk to a contact person if you are not sure how to handle the problem yourself. They may help you: Consider if there is a chance of quickly stopping the problem before it develops.
  • Consider if you are likely to have an ongoing working relationship with the person you are complaining about.
  • Want them to talk confidentially to the person you are complaining about and convey your concerns.
  • Want them to bring together with the other party to conciliate.
  • Want to discuss options and outcomes.
  • Need to protect others in the workplace.

Option 3 – Making a Written Complaint Make a written complaint to Opulent Soft furnishings if:
  • You have tried to resolve the problem and failed.
  • Your allegations are very serious.
  • Your allegations have been denied and you want to substantiate them.
  • You want the complaint investigated.
  • You have been victimised for complaining.
  • You are complaining against a senior person and an investigation will help to ensure you are not disadvantaged.
  • You will need to provide exact details and any evidence of your allegations which will lead to an investigation. You are allowed to have support people with you at any interviews or meetings.
Option 4 – Asking for Help Elsewhere
  • If the complaint has not been resolved internally with a satisfactory outcome for all, you can approach the: Anti-Discrimination Commission of Queensland
  • Federal Human Rights and Equal Opportunity Commission
​What a Contact Person will doOur Contact People are employees who have been trained to provide confidential information and support to anyone who has a problem or thinks they may have a complaint.
A Contact Person can advise you on ways to resolve a problem and where to go for more help.
A Contact Person will not investigate to resolve your complaint.
COMPLAINTS/COMPLIMENTS PROCEDURE
  • What our Manager can do Wherever practical, a Manager can: Get an accurate report of your complaint.
  • Make no judgements.
  • Explain the Complaint procedure.
  • Find out how you would like it handed.
  • Decide who is the appropriate person to handle the complaint or appoint someone to investigate.
  • Reassure you of your protection from victimisation.
  • Give you options on support or representation.
  • Immediately remove any offensive material.
  • Convey your concerns to the person you are complaining about and ask for their version of events.
  • Try to conciliate the parties to reach a satisfactory agreement for all.
  • Seek further information and interview any witness(es).
  • Find whether the complaint has substance.
  • Recommend an outcome including disciplinary action.
  • Consider staff education and training.
  • Monitor the situation.
Complaints can be settled by agreement between the people involved.If there is not enough evidence to decide if the allegations happened or were likely no disciplinary action will be taken. We may:
  • Monitor the situation.
  • Consider staff education and training
Disciplinary Action If there is found to be breach of our policy or the law, we may discipline those responsible.
If a complaint is found to have been false or malicious we may discipline the person making the complaint.Untrue allegations could lead to legal action for defamation. The level of discipline will depend on:
  • The severity and frequency of the discrimination or harassment.
  • The weight of evidence.
  • Whether the behaviour was intentional or malicious.
  • Existence of any prior incidents or official warnings.
  • Whether there are mitigating circumstances.
Discipline could involve:
  • Counselling.
  • Apologising.
  • Warning.
  • Loss of promotion or wage increases for a period.
  • Demotion, transfer, suspension, probation.
  • Repair, replacement or refund of item.
  • Dismissal.

Anyone who is disciplined will have a record of the complaint and the outcome laced on their employee file.
Documentation Records, notes or reports will:
  • Be kept confidential.
  • Not be kept on employee files unless there is disciplinary action.
  • Be filled in a confidential system with limited access.
Other Help Confidential support and information is available to all parties from Contact People at any time during the complaint handling procedure, although a Contact Person cannot be involved in the complaint handling for either party.
At any time, anyone involved in a complaint can seek union or legal advice and bring representatives to any interviews or meetings.At any time, you have the right to contact an external agency for advice or help.
Queensland Anti-Discrimination CommissionPhone: 1300 130 670Website: http://www.adcq.qld.gov.au

Brett Small M: 0423 316 112 E: brett@opulentsf.com.au Mail – PO Box 286, Banyo, QLD, 4014
Further, we look forward to customer feedback and appreciate compliments to the above contacts.
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