Recommendation 17: Supporting choice and control and addressing harm at the earliest opportunity

AV employees and volunteers can speak with a specialist in the Professional Standards and Behaviours Department to discuss their concerns and consider their preferred resolution pathway. This can include informal self-resolution, prior to making a report or complaint.

AV has also improved its complaint handling policies and procedures to ensure complainants are included in discussions and decision-making regarding the handling of their complaint and assessment of appropriate resolution pathways. The way a complaint is managed is tailored to the individual as much as possible, taking into account their safety and wellbeing, their choice about the resolution options – and informed by AV’s duty of care to its workforce.

Informal resolution options include referral to a mediation specialist within the department to support early resolution.

• AV has started work to review, amend, consolidate and update our complaint handling policies and procedures. This will include providing guidance on when an informal resolution is safe and appropriate

• AV has begun work to support the design of the new Professional Standards and Behaviours Department which will include options for informal complaint resolution in line with the Commission’s recommendation.
• AV will start work to amend and consolidate our complaint handling policies and procedures into a single policy once key staff are recruited and other foundational work is progressed. This will include providing guidance on when an informal resolution is safe and appropriate.