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.
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.
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.
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:
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:
Date complaint closed:
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.
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:
[/bt_text][bt_hr top_spaced=”topSemiSpaced” bottom_spaced=”not-spaced” transparent_border=”noBorder” el_class=”” el_style=””][/bt_hr][/bt_column][/bt_row][/bt_section]