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Complaints Procedure

Information for Clients

Any complaint made about Stop staff shall be addressed in the manner outlined below:

  • Complaints will be treated seriously, dealt with in an effective and timely manner, and resolved to the satisfaction of the complainant, where at all possible.
  • A complaint made through Stop shall not prevent the complainant from raising the matter (either concurrently or subsequently) with professional or statutory bodies (e.g. the Health and Disability Consumers Advocacy Service).
  • Any complaint made will not result in the complainant being disadvantaged or the services they receive prejudiced in any way.
  • Complainants have the right to be supported when making a complaint. They are to be offered the choice of their own nominated support person or an independent advocate available through the Health and Disability Commissioner.  The support person/advocate may also meet with the complainant at the completion of the process to find out whether he/she is satisfied with the investigation outcome.
  • Clients for whom English is a second language have the right to an interpreter to assist them with the complaint process. Such an interpreter can be arranged by Stop.
  • The resolution is to be reached within one month of the complaint being made, unless there are justified circumstances and the complainant is made aware of and agrees to a (specified) delay period.

 

For a detailed flow chart outlining this process, please click the link below:

Stop flow chart re complaint process