Participants, carers, staff and volunteers are encouraged to express their complaints to enable us to improve the quality of our service.

Participants, carers, staff and volunteers have a right to complain and will be supported in making their complaint without fear of retribution and can expect complaints to be dealt with fairly and promptly in a manner which is non-threatening.

Participants, carers, staff and volunteers can expect complaints to be dealt with fairly and promptly. Our organisation will guarantee appropriate steps will be taken to ensure that participants, carers, staff and volunteers will feel comfortable to continue accessing the service and conducting their work responsibilities after making a complaint.

All complaints and the details of the complaint will be kept confidential, and information relative to the complaint will only be shared with others who are directly concerned with the resolution of the complaint.  To maintain confidentiality all records and documentation are securely stored.

All feedback is used to improve our service delivery and forms part of our continuous improvement processes which underpin all of our services and operations. Our complaints handling approach reflects our vision, mission and objectives.

You can also complete a “Tell Us What You Think” form available on this website.

Process for Managing Complaints

Step Timeline
1. A complaint is received via a staff member or directly from a participant/representative/carer via letter, email, face to face or telephone. On day complaint is received
2. A Complaint Form is created by the person receiving the complaint and the complaint is reported to the Quality Officer

3. The Quality Officer contacts (by telephone or letter) the complainant to advise:

o   the complaint is being assessed

o   the process that is followed

o   the timeline

their right to an advocate and advocacy agency support. For more information refer to section 17 Advocacy

The Quality Officer forwards the complaint to the General Manager for review.

Within 4 working days of receipt of complaint
4. The General Manager reviews and logs the complaint and decides the action to be taken and who takes it Within 10 working days of receipt of complaint
5. Action is carried out.  Person/s affected by the complaint are fully informed of all facts and given the opportunity to provide further information Within 15 working days of receipt of complaint
6. All complaint actions are submitted, minuted and reviewed by the Board on a monthly basis. Complainant personal details are not submitted to ensure confidentiality
7. The complainant is advised of the actions taken to address the issues raised and the outcome of the complaint in a letter
8. If the complainant is not satisfied with the outcome they are advised of the complaints appeal process as set out in this section
9. If the complainant wishes to appeal, the complaint is reviewed by the Grievance Committee, whose decision is final. The Grievance Committee consists of one Board member (Grievance Officer), R&R Disability General Manager and the complainant’s advocate where applicable Within 25 working days of receipt of complaint
10. The Grievance Committee will work with the complainant to decide on how the matter is to be resolved and explained what will be done
11. The complainant is advised of the Grievance Committee decision and of their option to go to an Advocacy Agency
12. When the complaint is finalised a staff member is identified by the General Manager to make sure that the member, carer, staff member and/or volunteer feels comfortable to continue accessing the service and/or conducting their work responsibilities and to obtain feedback on the complaints procedure. The complaint is then closed out and forwarded to the Quality Officer. Within 2 days of final outcome
13. Complaints and other material received or created in connection with any complaint is kept for 7 years

Are you a -

 

Download the Complaint Form (.pdf)

  • Just wanted to thank you for the amazing support staff you have put into our home to help with our daughter . One outstanding support worker supported her in such a professional manner , and was not afraid to help in any way she could .

    Participant Feedback

  • Peter, myself and his family I would like to thank the staff for the wonderful opportunity you provided for our son.

    He enjoyed the camp immensely, I believe it is an experience that he will never forget.

    Peter (Participant)

  • “R&R gave me my first real opportunity to work in a new industry following my career change. I value the opportunity that you extended, the way in which everyone at R&R including Admin, Coordinators and fellow Support Workers welcomed the new greenhorn and the valuable experience gained. ”

    “Wonderful organisation doing some great programs and initiatives.”

    “Great place to work with awesome staff and clients keep up the good work”

    “I am very grateful and blessed that I have been part of a wonderful service during my time at R&R Disability Services.”

    Staff Feedback

  • I’m emailing today to tell you how great my support worker is; not only is he very patient, helpful and quick-thinking, but he’s also the most friendly worker I’ve had to date. Whenever I’m not feeling my best, he seems to see that and not push me to do things that I’d otherwise be willing to do, however when I am feeling able to do things, he encourages me to do it myself, he teaches me how to do it if I’m not understanding, or congratulates me when I do it by myself.

    Another Participant

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