MAKING A COMPLAINT
Complaints and Feedback
We value your compliments, complaints and feedback.
We value the opportunity to respond to you about the feedback you provide, but if you choose, you may provide your feedback anonymously.
Your compliments help us know where we are performing well. Feedback on issues and problems you may have experiences help us improve the quality of our information, support and services.
Who can complain?
A service user of Open Place
A service user’s family
Advocate and support groups
Members of the public
Complaints can be verbal or in writing.
HOW TO MAKE A COMPLAINT
What can you make a complaint about
Some examples may include:
- Unprofessional behaviour by either staff or other service users
- Poor advice
- Unsatisfactory service
- Misuse of information
Contact Open Place and we will
- Give you information and advice
- Help you get answers to your questions
- Try to resolve your complaint
- Deal with issues in a timely manner
- Keep you up to date on your complaint’s progress
- Provide advice about other internal and external review options, where appropriate
What to include in your complaint
- Stick to the main facts
- What happened?
- Who was involved?
- Put it in your own words
- What was the date and time?
- Were there any witnesses?
- Do you have any relevant documents?
- What impact have the matters in your complaint had on you?
- What outcome are you seeking?
Lodge your complaint as quickly as possible because delays can make it hard to investigate what happened.
Who can you contact
- The Manager of Open Place – 9421 6162
- Executive Director, Organisational Effectiveness. Berry Street, 1 Salisbury Street, Richmond VIC 3121
- Department of Health and Human Services – Community Engagement – 1300 650 172
- Ombudsman’s Office – 9613 6222
WHAT HAPPENS NEXT?
After lodging your complaint, the Manager from Open Place will contact you to discuss your complaint, make sure we understand it well & we will then look in to what happened. If your complaint involved another person, they will be told of your complaint & we will attempt to resolve the issue for all parties.
If you make a complaint on someone else’s behalf or about an incident involving other people, we will encourage those directly involved to resolve the complaint.
When a complaint is resolved we will let all parties know in writing but may not be able to provide personal details or information which would compromise people’s rights to privacy.
If your initial response via the Manager is unsatisfactory please contact one of the other numbers listed above.
What happens to the information collected about feedback and complaints?
Your information is used to investigate and hopefully resolve your matter and that may involve sharing the information with other relevant areas involved with Open Place.
Statistical information regarding feedback and complaints is also used to improve services, better understand your needs and respond more positively to complaints or suggestions.
The use of this information for these purposes is carefully controlled to ensure that it is done in accordance with the Information Privacy Act and the Health Records Act.