Complaints Policy


  1. Commitment to good complaints handling

Calm and Connected is committed to continuous improvement and values feedback from our clients, staff and community. Our organisation is dedicated to providing family centered care, therefore the concerns of families is integral to therapy planning.

  1. Scope of Policy

This Policy is intended to apply to any complaint, regardless of who makes it.

We regard a complaint as any expression of dissatisfaction about our organisation, our staff, our volunteers, our partners, our contracted service providers or anyone else acting on our behalf.

A complaint may be made by a person to whom we deliver services or who is affected by our services, a partner, a local organisation with which we work, our staff, volunteers, donors or a member of the public.


Dissatisfaction with a program or recommendation that has been provided by a therapist.

Dissatisfaction with written or marketing material provided online.

  1. How complaints may be made

Complaints are to be submitted to the Owner, Kate Keisler, in writing, verbally or using the feedback form provided on the website. This information can be be provided by one of the following options:

These details are available on the website and the process will be included in the Welcome Pack that is discussed with families in their first meeting with therapists.

  1. How we will handle minor complaints

If the staff member has received the complaint in person or over the phone, they to attempt to resolve it on the spot. Once the issue has been resolved, the staff member is to enter it into the complaints register found on the Calm and Connected intranet site.

If the complaint is received in writing i.e. by email or facebook, the staff member is to forward the message to the owner to be processed.

If the matter can not be resolved on the spot:

Therapist and administration responsibilities:

  • Acknowledge the complaint, gathering of information and email details to Director. The director will be responsible for:
    • Investigation of complaint; speaking to all parties involved
    • Determine if remedial action is required eg. change to the way in which we operate, training, counselling or disciplining of staff or volunteers.
    • Inform all parties involved of outcome of complaint in writing.

Each complaint is to be entered into the complaints register found on the Calm and Connected intranet site. Information will be recorded using the following headings:

Date of receipt: 

Name of person submitting complaint:

Name of person receiving the complaint:

Complaint concerning: 


Resolution actions:

Date complaint closed:

  1. Our timeframes

The complaint will be acknowledged either by phone, in person or email within 5 days. Each complaint will be resolved within a 30 day timeframe, with a minimum obligation to update the complainants if it has not been resolved by then.

  1. Confidentiality

Calm and Connected will not reveal complainant’s name or personal details to anyone outside the organisation without the complainant’s permission.

7. External Support to manage complaint

These are some of the external agencies you can contact to help you raise or resolve concerns and complaints:

  • Health and Disability Services Complaints Office (HaDSCO) HaDSCO is an independent statutory authority providing free, impartial resolution service for complaints relating to disability services. Freecall: 1800 813 583 | Telephone: (08) 6551 7600 Email: Web:
  • People with Disabilities WA (Inc.) PWDWA supports individuals to speak out, to express their views and uphold their rights. Freecall: 1800 193 331 | Telephone: (08) 9485 8900 Email: Web:
  • Complaints Resolution and Referral Service (CRRS) The CRRS assists with unresolved issues concerning a Disability Employment Service, Advocacy Service or Australian Disability Enterprise. Freecall: 1800 880 052 Email: Web:
  • Ethnic Disability Advocacy Centre Provider of advocacy and interpreter services for people from culturally and linguistically diverse backgrounds. Freecall: 1800 659 921 | Telephone: (08) 9388 7455 Email: Web:

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