Lifeskills Australia provide high quality services that we are proud of. We will use all feedback, including complaints to evaluate and improve the mental health services we offer. This policy sets out how you can make a complaint and have your concerns addressed.
- We will review this policy and our services regularly.
- You can access our complaints handling process through our staff.
FAIR AND REASONABLE TREATMENT
We resolve complaints fairly and efficiently. Anyone making a complaint will be treated fairly, with courtesy, consideration and respect.
We will maintain impartiality, confidentiality and transparency when we manage complaints. We will handle all records in accordance with the Privacy Act 1988.
We recogniZe that some people have particular needs or require extra assistance in expressing a grievance or making a complaint. We will be flexible when dealing with complaints and use complaints handling methods that help us resolve issues as quickly as possible.
If you need assistance with English, you can telephone 131 450 for Translating and Interpreting Service National, which offers support for over 120 languages and dialects at any time of the day or night.
We resolve complaints within 30 days of receipt whenever possible. If a complaint takes longer than this to resolve, for example if it is a very sensitive or complex matter, we will let you know. We will tell you about the progress of your complaint as we work to resolve it.
ACCOUNTABILITY AND REPORTING
Our employees are aware of the service standards and procedures set out in this policy and the client service charter.
The Business Manager and Director will be given regular reports on complaints received.
Unless a complaint is a simple one which can be resolved the first time we are contacted we will fully document all complaints and maintain details of decisions and actions taken on an official file.