Complaints and Feedback Policy

Our organisation actively supports a client’s right to make a complaint and provide feedback about our services.We consider a complaint to have occurred when a client or their advocate, tells us that they are unhappy or dissatisfied with:
• A decision we have made
• The services we provide
• The environment we provide services in
• The way we provide services
• The staff/volunteers who work in our organisationComplaints about our service, or access to our service, will be dealt with promptly, fairly, and confidentially. Our complaints procedures will give service users access to a fair and equitable process for dealing with complaints and disputes.Complaints are an important source of service user feedback and play a valuable role in the ongoing improvement of our services. Therefore, complaints will be welcomed and organisation policy, procedure and practices will be adjusted to respond to complaints where appropriate. 

The complaints procedure and a client’s right to use an advocate will be explained to the  client both verbally and in writing when they commence services. During a client’s orientation they will be given a St Mary’s Health Service Handbook that includes ‘Making  a Complaint’ and ‘Using an Advocate’. They will also be given a copy of the Making a  Complaint information sheet provided by the Office of the Disability Services  Commissioner. When making a complaint all clients have a right to use an advocate of their choice. This  may be a family member or friend, or an outside organisation. To find a disability  advocacy organisation, contact the Office for Disability 1300 880 043. On receiving a complaint, the Manager, Director or staff member will reassure the client that they will receive no retribution for making a complaint. The Manager, Director or staff  member will also reaffirm how seriously complaints and their resolution are taken by our  service.  When a complaint is received, the staff member who first receives the complaint will  determine whether the complaint is serious or routine using the following criteria:Serious complaints involve matters that, from the service user’s perspective, concern; 

• Staff or volunteer conduct 
• An alleged incident of harassment
• An alleged breach of:
  • a client’s rights
  • duty of care
  • service user/staff safety
  • service user privacy and confidentiality

The Manager will contact the client verbally within twenty-four hours of being notified of a  serious complaint. An action plan will be developed with the client which will include a  date when the complaint is expected to be resolved. The client will be kept informed how  the resolution is progressing. After attempting to resolve the complaint with the service  user, the Manager will write to the client outlining any decisions reached and/or any  actions the organization has taken, or will take, in response to the complaint. If the  service user is dissatisfied with the way the organization has responded they will be  reminded that they are entitled to take the matter further.

The staff member receiving the complaint will acknowledge the complaint verbally and  refer the matter to the Manager who will attempt to resolve the complaint to the  satisfaction of the service user. If any policy or operational changes are required the  Manager will discuss the matter with the Director.  The Manager will respond verbally to the service user within five working days of the  complaint being received outlining any actions or decisions that have been taken. If the  service user is dissatisfied with the way the organization has responded they will be  reminded that they are entitled to take the matter further, as per the How to Make a  Complaint brochure.  If the problem can’t be resolved within 10 working days, St Mary’s Health Service will  contact the client’s service funding body to resolve the complaint:Department of Health and Human Services Phone: 1300 650 172

Transport Accident Commission Phone: 1800 332 556

Alfred Health Carer Services Phone: 1800 052 222

The Disability Services Commissioner Phone: 1800 677 342 (free call)

All complaints recorded in the complaints register must be reported to the Office of the  Disability Services Commissioner (ODSC) annually. The Manager is responsible for  submitting the annual complaints return in accordance with ODSC requirements.

We encourage people to provide us with their feedback about the service we provide.  This can be positive feedback or a suggestion about how we can improve our service  provision. This feedback is recorded on the feedback form and entered onto the  Feedback Register.

Personal information on individual complaints is kept confidential and is only made  available to those who need to deal with the complaint.

The following documents support the implementation of this policy: 

• Quality Policy 
• Empowerment Policy 
• Wellbeing Policy 
• Information Privacy Policy 
• Privacy, Dignity and Confidentiality Policy 
• St Mary’s Code of Conduct 
• Freedom from Abuse and Neglect and Human Rights Policy 
• Advocacy Policy 
• Feedback form 
• Making a Complaint information sheet(office of the Disability Service  Commissioner)  

http://www.dhs.vic.gov.au/odsc/downloads/infosheet1_makingcompl_v1.pdf

Reference is also made to the following enacted legislation, regulations and instruments  in the implementation of this policy: 

• Disability Act 2006 
• Information, Privacy and Data Retention Act 2014 and Department of Human  Services Privacy Policy 
• Health Records Act 2001 
• The Victorian Charter of Human Rights and Responsibilities Act 2006 • Department of Health and Human Services Standards Standard 1  Empowerment and Standard 3 Wellbeing 
• Australian Privacy Principles