Feedback and Complaints

Feedback

We value, and wish to learn from, any feedback you can provide us. Such feedback may take the form of a complaint or a suggestion as to how we could improve the standard of support we provide.  Continuous improvement is a service delivery goal.

How to provide Feedback 

Step 1.
Your feedback is welcomed and valued. You may wish to comment on the types of support you are receiving and the ways in which you receive support. Suggestions as to how we may improve our services and service delivery are continuously welcomed. Feedback can be provided either verbally direct to support staff or through completing the Feedback Form .

Step 2.
Once we have received your feedback, we will actively explore your comments/suggestions through our continuous improvement processes.

Step 3.
We will inform you of the ways in which we have incorporated your comments/suggestions into our policies and procedures.

To provide feedback, contact:

Email:      jess@candoalbany.com.au

Phone:      (08)6820 2828

or complete the online form below:

Complaints

Can Do Albany values complaints from individuals, other service providers, and regulators to ensure people are treated fairly when they use our services. Complaints are an important source of information and are used to improve our services wherever possible.

This procedure explains how Can-Do Albany will implement its complaints policy.

This procedure supports Can Do Albany to apply the National Disability Services Standards, in particular Standard 4: Feedback and Complaints.

  • Complaints can be received verbally, in writing (preferred) or in other ways that suits the person making the complaint. Families, carers, and advocates can also complain on behalf of the person with disability that they support.

    If someone talks to a staff member to make a complaint, that staff member is responsible for writing it down and following procedures. Complaints should be documented on a complaint form [insert hyperlink] within 24 hours of being made. It is important that the staff member checks with the person making a complaint that complaint has been recorded accurately. The complaint will also be lodged on the Complaints Register.

    Complaint information is private and must not be shared with people outside of the complaints process.

    Can Do Albany will contact the person lodging the complaint within five working days to discuss the matter. Details of the complaint and any response will be documented. Can Do Albany and relevant staff will work with the person lodging the complaint to identify desirable outcomes to resolve the complaint within three weeks.

    If the complaint is against an employee or volunteer, that person will not have contact with the complainant while the complaint is resolved.

    At any stage of the complaints process, the complainant can get support from an independent advocate.

    Where a matter needs to be referred to an outside agency or otherwise investigated, all staff will cooperate with the inquiry and produce material requested.

    There are systems and reporting requirements for

    • Serious incidents

    • Allegations of abuse, neglect, or exploitation

    • Theft

    • Accidents, injuries, or death.

    Can Do Albany will decide whether other policies and procedures apply such as Safeguarding, or Eliminating Restrictive Practices policies and determine whether measures need to be included in a positive behaviour or safeguarding plan.

  • All staff are responsible for the implementation of the complaint’s procedure. This includes encouraging and supporting people accessing Can Do Albany services to raise any concerns or complaints they have on any issue, encouraging them to document these on the form provided.

    Can Do Albany is responsible for ensuring complaints are recorded and actioned.

    Can Do Albany is responsible for communicating with people with disability, family, carers, and other key stakeholders during a complaints process.

  • Can Do Albany will report all serious incidents to the Manager.

    Can Do Albany will contact police where there is an allegation of a criminal offence.

    De-identified complaint activity is routinely reported to the board as part of ongoing quality assurance and continuous improvement.

  • Can Do Albany will communicate with people with disability about quality evaluations and encourage their participation in evaluating services.

    At least twice a year Can Do Albany will analyse complaints data to determine service gaps, issues or trends in practice, procedures or policies that need to be amended to better safeguard people accessing services and improve services.

To provide a complaint, contact:

Email:        jess@candoalbany.com.au

Phone:      (08)6820 2828

or complete the online form below:

How to make a Complaint:

Step 1.
If you feel safe and comfortable doing so, talk through your concerns with the staff member who provides your support. If you are able to do this, our Codes of Conduct and policies and procedures will ensure that the staff member brings your complaint to management. If you do not wish to raise your complaint in this way, either complete the Complaint Form below or contact us on complaints@candoalbany.com.au. Alternatively, you can phone management on 0487 234 074. Should your complaint be about management, and you do not wish to deal directly with management, then request contact details for an independent third-party arbiter.

Step 2.
Once your complaint is documented and received, we will thoroughly investigate your concerns. We will keep you fully informed as this process unfolds, and you will have the opportunity to provide further information throughout the process.

Step 3.
We will inform you of the outcomes of the investigation of your complaint and will seek to arrive at a satisfactory outcome for you. Should you not be satisfied with these outcomes, the following options exist for you:

  • Further investigation on our part in an attempt to reach a satisfactory outcome for you .

  • Contact the Disability Services Commission at 71-73 Norma Road, Myaree, Western Australia, 6154 on (08) 9329 2300.

  • If you are an NDIS plan holder, contact the Commonwealth Ombudsman on 1300 362 072

You are able at any stage of the process to have an advocate represent you. This can be a relative, friend, or an advocate professional.

Tips for children and young people on how to make a complaint

Children and young people may find it hard to make a complaint, but it is important to do so, so that people learn and mistakes can be corrected. It is particularly important to complain if you do not feel respected or safe. If you feel unsafe or at risk and need help urgently, call the Police on 000 or Crisis Care on 1800 199 008.

  • You may be unhappy about the way you have been treated.

    Someone made a mistake and won’t fix it.

    You may be feeling unsafe, and people won’t listen.

    You might have had a disagreement that is causing you stress.

  • A product.

    A service.

    The way you are treated.

    Any problems you have had giving feedback, getting help or having a problem fixed.

  • The people responsible for receiving complaints from children and young people should:

    Listen and be respectful when you are telling them about your concerns.

    Be understanding and encourage you to explain your situation in your own time.

    Believe what you are saying, take it seriously and note it down.

    Be helpful and offer advice and information about the complaints process, what their next steps will be and what you can expect to happen.

    Take action, do what they said they would do and act on your complaint.

    Keep you informed by contacting you when they say they will and let you know of progress.

    It’s okay to tell an adult politely if you don’t think they are doing these things well. Tell them how you feel.

  • If your complaint is about a person who is supporting you, then you can make your compliant directly to that organisation.

    If you are unsure what to do to make a complaint you can phone the Commissioner for Children and Young People on 6213 2297.

    The commissioner and his staff are happy to listen to whatever you want to say. If your complaint is about an organisation, the Commissioner can give you advice about who can help you.

    Information you share will be kept private, unless it is suspected you or another child is unsafe. You will be advised when the information will be needed to be shared with other organisations that can protect you.