Policy spotlight: feedback and complaints
We’ve updated our Feedback and Complaints Policy and want to keep you informed so you know how to log feedback, make a complaint, and what to expect throughout the process.
What is feedback? Feedback is any comment or suggestion about our services, whether positive or negative and helps us understand your experience and identify areas for improvement. While we will always try to acknowledge feedback, we may not provide individual responses to feedback unless it is a formal complaint requiring resolution.
What is a complaint? A complaint is an expression of dissatisfaction about our services, staff, contractors or our handling of previous complaints where a response or resolution is expected. Please note that complaints about neighbours are not managed under our complaints policy. However, a concern about the way we have handled a neighbour dispute or anti-social behaviour can be lodged as a complaint.
Our complaints process
REVIEW & COLLABORATE We will review the facts and circumstances of your complaint objectively and consider the urgency of the complaint. We may contact you or your advocate for more information and to discuss options for resolution.
LISTEN AND LODGE We will listen to your issue and inform you of the complaints process. We accept complaints by phone, email, letter and via our website. We also accept complaints from carers and advocates.
OUTCOME We aim to resolve complaints within 30 working days and will inform you of the outcome of your complaint and any actions taken or changes to our services as a result of the complaint.
ACKNOWLEDGE We will acknowledge your complaint
within 2 business days and provide
a unique complaint ID so you can follow up the progress of the complaint at any time.
What else do I need to know? • All information provided to us during your complaint will be treated as confidential in accordance with our privacy policy. • You can make a complaint anonymously,
Unreasonable complaints It’s important to know that there are times when complaints may become unreasonable and require a different approach for resolution. When complaints go beyond constructive feedback and involve unrealistic demands, repeated grievances without new information, or unsubstantiated accusations, it is necessary to manage these situations differently. This might include setting clear boundaries, focusing on effective communication and ensuring that responses are professional and consistent with our policies.
although this may limit our ability to investigate the complaint effectively.
• There is no time limit on when a complaint can be raised, and you can withdraw your complaint at any time. • We will ensure that the person handling your complaint is different from the staff member/s whose conduct, or service is involved in the issue.
If you have any questions about our complaints or unreasonable complaints policy, please contact your local office or view our policies on our website.
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