Complaints
At Just Locum we strive to provide you with the highest level of service at all times. If this has not been the case,
or if we have not handled something to your satisfaction, please let us know.
Complaints should preferably be made by completing our
complaints form.
Alternatively complaints can be lodged in writing via email or letter. Anyone lodging a complaint via telephone
will be requested to subsequently submit their complaint in writing via one of the listed methods.
Just Locum will handle your complaint in the following way:
Step 1: Preliminary Advice to the Complainant
The Director or a supervisor will assist you by sensitively and carefully understanding the complaint,
explaining the options available and helping you decide if you want to proceed to a formal internal
investigation process as outlined below.
Step 2: Investigation
Following the clarification of your complaint, the Director or supervisor will generally, with your agreement and within 2 weeks, investigate the matter and make recommendations to
those involved in the matter for its resolution.
The investigation will ordinarily involve:
(a) discussing and reviewing the complaint with you about whom the complaint has been made
(b) providing a written copy of the complaint to you and requesting you to provide a formal
written response;
(c) formally interviewing or obtaining statements from people who can help to ascertain the facts;
(d) obtaining documentation that is necessary; and
(e) identifying options for the resolution of the matter, including timeframes and discussing these with
those involved.
Step 3: Making recommendations
The Director or supervisor investigating the concern will write to the parties involved to identify the findings of
the investigation and make recommendations for resolution to all those involved in the complaint. The
preferred options for resolution may be discussed with all those involved. The recommendations will be in
keeping with the seriousness of the matter which was the basis of the complaint.
Step 4: Final Decision
After considering any comments or objections by those involved, the Director or supervisor will make a
decision on the complaint, including any actions that may be taken by those involved in response to the
complaint. The decision will be communicated in writing to those involved.
Step 5: Monitoring and Evaluation
If the recommendations are accepted by the parties involved as resolving the concerns, the parties will
continue to monitor the environment under which the concern or dispute occurred until recommendations
have been implemented and evaluated.
Contact Details •
Complaints
