How to make a complaint or influence change
Do you need to make a complaint? Do you want to advocate for change, either for yourself, on behalf of another, or for systemic change? These steps will help to ensure a more positive outcome.
MAKE A COMPLAINT OR INFLUENCE CHANGE!
Keep emotional control
While passion and emotions may be high due to negative circumstances, this won’t be helpful when attempting to negotiate. While difficult to contain these feelings, logical and evidential information will always help to influence change more effectively than anger, tears or threats.
Pick your battles wisely
Decide which issues are most important and must be addressed first. You cannot fix everything at once. You shouldn’t forget about other concerns, but it is wiser to prioritise what can be solved, or must be fixed urgently, and only move on once resolved.
Know your rights, entitlements & responsibilities
You can far more effectively advocate for, or challenge what is occurring, if you know what you are entitled to. Thoroughly familiarise yourself with policy, legislation, best practice, and individual service provider standards and objectives. Presenting standpoints from an informed perspective will gain you respect in negotiations, and ensures that they will be aware of your depth of knowledge and full commitment to the process. It also helps to reduce any feelings of vulnerability or dependency on others to guide your actions.
Come with suggestions for resolution, not just complaints
Providing potential solutions, and ways to obtain them, shows that resolution is possible and may also provide evidence of previously unknown or considered outcomes. It is far more productive to be a willing part of the solution than to simply judge, point out fault, or criticise the efforts of others. While any grievances may be justified, anger or resentment are rarely pathways to a resolution.
Create a win-win situation Be prepared to compromise
Prioritise your needs and rights, but show equal consideration and awareness for the needs of others. This demonstrates you do not hold a selfish disregard or are dismissive of the impacts of these actions. A small gain is far better than no gain at all.
Ensure positive ongoing relationships
Relationship building is vital; you never know who you will meet or when you may need a past connection again. Victory at any cost may provide one “win” but people forced into surrender or submission will not be willing participants in the future. Working with an individual or service will be extremely uncomfortable in the future when there is residual resentment or a mutual lack of respect.
Acknowledge & praise efforts of others
Take time to show appreciation for the efforts of others to create a harmonious environment for continued relationships in the future. This shows that you do not just complain about negative circumstances, but are able to recognise when things are done well. Positive praise makes people feel their efforts are not in vain, and makes them more willing to continue to put in greater effort.
Where & how to make a complaint
Always take your initial concerns to those immediately responsible for the delivery of the service. Most services and organisations have defined grievance processes or channels for reporting issues of concern. If you feel the issue has not been adequately addressed or resolved then escalate your case to those in more senior positions of authority (e.g. coordinators, heads of department, district managers, local Members of Parliament, Director Generals, Ministers, or an external regulatory body).
When making a complaint be sure to include all of the necessary information. Try first by answering the following questions:
What is your concern?
Who does it involve?
When did the event or issue occur or begin?
Where did it occur?
What could or should have happened?
What has been the outcome (both as a result of an action, or a consequence of inaction)?
What do you want to see happen?
How can this be achieved?
Who can assist with the process?
Always remember to provide evidence and supporting documentation, include others who can support your claims. Keep copies of all documentation and correspondence, including records of phone and email communications. Keep dates and names of people you speak to, and the outcomes of these conversations. Follow up if promised actions are not undertaken in a timely manner.
Make sure to take someone else along to meetings. Having support may help to reduce any feelings of disempowerment if feeling outnumbered (it is common for several representatives from an organisation to attend). This can also help with validating or providing opinions on what was discussed.
Always ask for the outcomes and minutes of a meeting to be provided in written form. If you have any need to challenge what has been documented do so in writing and ask for the response to also be provided in written format.
ESCALATING TO MEDIA, YES OR NO?
In some cases, you may find yourself in the position of feeling your concerns are not being adequately addressed. When all other avenues have been attempted and proven fruitless, some people do consider using the media such as the newspapers or television to raise awareness of their situation. Undertaking this path must not be done without significant consideration for the many pros and cons which exist.
Pros; Creating greater awareness for a situation can have the effect of identifying others who have experienced a similar situation or outcome. Additional numbers can help to add weight to your expectations for change due to the number of people similarly affected. Demonstrating that your experience is not a unique occurrence can show that your expectations are not unreasonable.
Media attention can help to highlight the urgency of a situation, create community outrage, and put a spotlight on what needs to change. It can also draw the attention of those in positions of authority, and motivate them to seek answers from those more directly involved with the case.
Cons: Media attention can be very invasive and will expose you and your family to the judgment and scrutiny of others. Loss of privacy and negative opinions of people who may not have any empathy or understanding of the situation can be difficult to deal with.
Exposure in the media can antagonise those from whom you are seeking support or help, especially if they receive negative publicity as a result.
You may find that any future services or organisations may be nervous or have reluctance to be associated with you due to your demonstrated willingness to go to the media.
Article originally printed in Synapse Bridge Magazine Volume 15