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Complaints Procedure

Information for Clients

  • 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
  • Any complaint made about STOP staff shall be addressed in the manner outlined below. Such a process shall not preclude you from pursing the matter (either concurrently or subsequently) through other channels e.g. the Health and Disability Consumers Advocacy Service.
  • Any complaint made will not result in the complainant being disadvantaged or their treatment prejudiced
  • Complainants have a 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 ascertain whether he/she is satisfied with the investigation outcome
  • Clients for whom English is a second language have a right to an interpreter to assist them with the complaint process. Such an interpreter will be arranged by STOP
  • The resolution is to be reached within one month of the complaint being made, unless there are extenuating circumstances and the complainant is made aware of, and agrees to, a (specified) delay period.
The following flow chart following summarises STOP’s procedures for handling complaints:

Flowchart Complaint Process