Feedback & Complaints Policy

See Differently welcomes all feedback, compliments, suggestions and complaints. Feedback helps us improve our services, support and the way we work with you.

 

We are committed to:

• Listening to your feedback and taking it seriously
• Handling complaints in a fair, respectful and timely way
• Protecting your privacy and making sure you are never treated unfairly for speaking up
• Using feedback to improve the quality and safety and experience of our services

 

Your Rights

You have the right to:

• Share feedback or make a complaint without worrying about losing your services or being treated unfairly
• Have your feedback or complaint handled respectfully and confidentially
• Ask an advocate, family member, friend or representative to speak to you
• Receive regular updates on how your matter is being managed and the outcome
• Contact an external body if you are not satisfied with our response

 

How to Provide Feedback or Make a Complaint

You can contact us in the way that works best for you:

• Via Telephone: 1300 944 306
• Via Email: [email protected]
• In person at any of our services
• By mail: Quality, Compliance & Risk Manager, See Differently, 11 Blacks Road, Gilles Plains SA 5086
• Website: seedifferently.org.au/feedback-complaints (can be submitted as an anonymous complaint)

You can also ask someone else to contact us on your behalf, such as a family member, friend or advocate.

 

What Happens When You Provide Feedback or a Complaint

• We will acknowledge your feedback or complaint within two (2) working days.
• We assign the most appropriate person to handle your complaint.
• We will keep you informed of the progress and outcome of your feedback or complaint.

However, some complex cases may take longer. If this happens, we will let you know and explain the reasons for the delay. We will also provide you with the contact details of the person who is handling the matter, so you can follow up if needed.

We will treat your feedback and complaint confidentially and impartially. We will not disclose any personal information without your consent, unless required by law. We will also ensure that you are not adversely affected or discriminated against because of your feedback or complaint.

If you are not satisfied with the way we handled your feedback or complaint, or with the outcome, you can request a review by a more senior manager.

 

External Escalation Bodies

You can also escalate your complaint to an external body, such as:

 

Aged Care Quality and Safety Commission

GPO Box 9819, SA 5001
Telephone: 1800 951 822
Website: agedcarequalitycomplaints.gov.au
Email: [email protected]

 

NDIS Quality and Safeguards Commission

Telephone: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged or National Relay Service by calling 1800 555 677 and ask for 1800 035 544; or complete a complaint contact form at ndiscommission.gov.au/complaints.

 

General Complaints for Health Practitioners

Health and Community Services Complaints Commissioner (HCSCC) South Australia
PO Box 199, Rundle Mall SA 5000
Telephone: (08) 87117 9313; country caller: 1800 232 007

 

Complaints Resolution and Referral Service (CRRS)

For clients of services funded by the Department of Social Services (DSS), including:
National Customer Service Line – Inclusive Employment Australia (IEA)
Telephone: 1800 880 052 (free call from land lines); or
National Relay Service by calling 1800 555 677, then asking for 1800 880 052; or
Translating and Interpreting Service (TIS) by calling 13 14 50, for callers from a non-English speaking background.

This Policy Statement can be provided in alternative formats, including Easy Read, Large Print, translated versions or audio on request.