Providing Feedback

Providing Feedback

Hunter Prelude encourages a culture of continuous improvement and sees feedback and complaints as important opportunities to improve practices, find solutions and make improvements. Any person can provide feedback or make a complaint at any time. Feedback can be provided where someone can see a way to improve processes or systems or to acknowledge and celebrate something done well.

Providing feedback or making a complaint
Idearly, feedback or complaints should be discussed and, where possible, resolved with the relevant staff member or at the local service level.
A feedback and complaint form should be completed when feedback is provided or a complaint is made. If neccessary, staff members will offer assistance to the person providing feedback or making a complaint to document and clarify the issue. Assistance may be provided by a friend, family member, staff member, translater, community visitor, advocate or anyone else who is acceptable to the person providing feedback or making a complaint.
If the person providing feedback or making a complaint does not feel comfortable raising the concern with local staff, where the feedback is about management, or the person feels the concern may be overlooked by local staff members, then they may; provide feedback or complaint to the Director by mail, email, over the telephone, or in person.

Managing feedback and complaints
All feedback and complaints will be taken seriously by Hunter Prelude staff and management.
The Director or delegate will develop an aciton plan to;

• address the issue with the person providing feedback or making the complaint
• investigate the issue
• develop and implement action plans
• review staff development needs
• communicate the outcomes with the stakeholder

Time taken for Action to be Taken

• Immediately if possible
• Final resolution to be achieved within 14 days where possible

Appeals

• If the person making the complaint feels that the policy has not been followed and/or that the outcome was unfair, they can appeal to the next higher level of management or the Hunter Prelude Board.
• If the person making the complaint feels their issue has not been properly dealt with by the organisation, they may wish to take it to an external agency to see if they can help. For example, the relevant state commissioner for EEO, the NSW Anti-Discrimination board, the NSW Ombudsman, the Commonwealth Human Rights and Equal Opportunity Commission (HREOC). The complainant can do this at any time of the investigation procedure.

Definition of a Complaint
Anything which a family/carer or community member feels is unfair or makes them unhappy with the service. This could include feedback by consumers, issues, concerns or suggestions, and may be verbal or written, known or anonymous.

Levels of Feedback / Complaint Handling
Informal Feedback: simple, straightforward, verbal feedback, acknowledge and celebrate something done well, requiring information or clarification. Usually resolved as quickly as possible. All staff / carers have authority to resolve or refer. Brief documentation.
Formal Complaint: more complex or serious, written complaint, dealt with by senior staff member/s or board of management. May involve discussion, investigation and negotiation. More in-depth documentation.
External Review: referred externally when complaints cannot be resolved internally.

For further information refer to Hunter Prelude’s Feedback and Complaints Policy, HPO-010

In the event that any Parent / Carer is still dissatisfied with the outcome/s of the above process, the following agency may be able to assist:

The service will aim to resolve problems affecting people with a disability by:

• Providing individuals with information and support
• Instigating proceedings in the Equal Opportunity Tribunal when necessary
• Implementing workshops, seminars and Community Education Programs
• Referral to appropriate services
• Taking issues to Government Departments
• Making representations to service providers

Other Services which may assist are:

Newcastle Community Legal Centre

90 Hunter Street, Newcastle 2300
(02) 40409120

NSW Council for Intellectual Disability

Suite 3, 3rd Floor – 22-36 Mountain Street, Broadway
Ph: (02) 92 111 611
The Council’s aim is to provide advocacy and information
for people and to offer referral to other agencies

Self Advocacy Sydney Inc

22a Hunter Street, Parramatta
Ph: (02) 96 872 130
Offers support and self-help to people

Community Justice Centre

Cnr Bolton & Church Sts, Newcastle 2300
Ph: (02) 49 250 333 / 1800 990 777

Citizen Advocacy (NSW)

Suite 601 – Level 6, 33-35 Spring Street Bondi Junction
Ph: (02) 93 692 411
This group will tell you if there are Citizen Advocacy Programs
closer to your home

Feedback & Complaint Form