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: