COMPLAINTS AND CONCERNS
As a way of improving our services to the community, Lismore MOW welcomes all feedback. We would like to hear from you should you have any complaints regarding the service you are receiving or any suggestions you would like to make to improve services provided by Lismore MOW. As a Client, you have the right to complain about the service you are receiving without fear of retribution and you will continue to receive uncompromised services whilst your complaint is dealt with in a fair, prompt, confidential and timely manner.
Lismore MOW will resolve all complaints in a confidential manner amongst team members and other individuals directly concerned with its resolution. However, there may be some instances where it will be necessary to provide information to a third party.
In order to satisfactorily resolve a complaint, please be rest assured that your permission will be obtained prior to any information being given to other parties whom it may be desirable to involve. In some instances there is a legal requirement and/or duty of care to disclose information to an external body, e.g. if harm to self or others seems likely or if there are legal implications inherent in the complaint.
You have the right to use an advocate (family member, friend or advocacy service) and we can assist with finding someone to represent you if needed.
As a way of improving our services to the community, Lismore MOW welcomes all feedback. We would like to hear from you should you have any complaints regarding the service you are receiving or any suggestions you would like to make to improve services provided by Lismore MOW. As a Client, you have the right to complain about the service you are receiving without fear of retribution and you will continue to receive uncompromised services whilst your complaint is dealt with in a fair, prompt, confidential and timely manner.
Lismore MOW will resolve all complaints in a confidential manner amongst team members and other individuals directly concerned with its resolution. However, there may be some instances where it will be necessary to provide information to a third party.
In order to satisfactorily resolve a complaint, please be rest assured that your permission will be obtained prior to any information being given to other parties whom it may be desirable to involve. In some instances there is a legal requirement and/or duty of care to disclose information to an external body, e.g. if harm to self or others seems likely or if there are legal implications inherent in the complaint.
You have the right to use an advocate (family member, friend or advocacy service) and we can assist with finding someone to represent you if needed.
PROCEDURE
In the first instance, clients are encouraged to raise their complaint with the team member or supervisor responsible for delivering the service concerned. Clients may use an advocate to negotiate on their behalf.
If the client is not happy to discuss the issue with the team member or supervisor responsible for delivering the service concerned, they or their advocate may contact the Operations Manager by phone on 6624 8215 or in writing, Suite 2/27 Oliver Avenue Goonellabah NSW 2480 or via email at [email protected]
If the complaint is about the Operations Manager, the complainant may choose to go directly the Chairperson of the Board of Management by phone on 6624 8215 or in writing, Suite 2/27 Oliver Avenue Goonellabah NSW 2480 or via email at [email protected]
NB If you are not happy with complaint process you may contact the Aged Care Quality and Safety Commission on 1800 951 822, visit www.agedcarequality.gov.au or the NSW Ombudsman on1800 451 524.
After raising your complaint, you will be contacted within one week to acknowledge the complaint and outline timeframes for investigation and resolution.
While we aim to resolve complaints as quickly as possible, if your complaint cannot be resolved within one month you will be provided with a progress reports.
At the end of this process, the final outcome will be discussed with you and we will ask for feedback as to your satisfaction with the resolution and any improvement to the overall process you may be able to suggest.
You have the right to appeal any decision(s) made.
If the matter is not resolved to your satisfaction, you may raise the issue with the Chairperson of the Board of Management by way of phone conversation or written letter if you prefer. To arrange this, phone 6624 8215 or write to The Chairperson of the Board of Management Suite 2 / 27 Oliver Avenue Goonellabah NSW 2480. Please mark the envelope CONFIDENTIAL.
If further action is required, you may wish to phone the:
Aged Care Quality and Safety Commission
1800 951 822
Or visit their website
www.agedcarequality.gov.au
(A free call from fixed lines; calls from mobiles may be charged)
If you are deaf or have a hearing or speech impairment, you may contact them through the National Relay Service:
• TTY users: phone 1800 555 677 then ask for our number 1800 951 822
• Speak and Listen users: phone 1800 555 727 then ask for our number 1800 951 822
• Internet relay users: connect to the National Relay Service and enter 1800 951 822.
or write to
Aged Care Quality and Safety Commission
GPO Box 9819
IN YOUR CAPITAL CITY
People with Disabilities may choose to contact the Ombudsman NSW Phone: 1800 451 524
web: www.ombo.nsw.gov.au
email: [email protected]
If you are a non-English speaking person, there is a translating and Interpreter Service (TIS) on 131 450 TTY users phone 133 677 then ask for 02 9286 1000
In the first instance, clients are encouraged to raise their complaint with the team member or supervisor responsible for delivering the service concerned. Clients may use an advocate to negotiate on their behalf.
If the client is not happy to discuss the issue with the team member or supervisor responsible for delivering the service concerned, they or their advocate may contact the Operations Manager by phone on 6624 8215 or in writing, Suite 2/27 Oliver Avenue Goonellabah NSW 2480 or via email at [email protected]
If the complaint is about the Operations Manager, the complainant may choose to go directly the Chairperson of the Board of Management by phone on 6624 8215 or in writing, Suite 2/27 Oliver Avenue Goonellabah NSW 2480 or via email at [email protected]
NB If you are not happy with complaint process you may contact the Aged Care Quality and Safety Commission on 1800 951 822, visit www.agedcarequality.gov.au or the NSW Ombudsman on1800 451 524.
After raising your complaint, you will be contacted within one week to acknowledge the complaint and outline timeframes for investigation and resolution.
While we aim to resolve complaints as quickly as possible, if your complaint cannot be resolved within one month you will be provided with a progress reports.
At the end of this process, the final outcome will be discussed with you and we will ask for feedback as to your satisfaction with the resolution and any improvement to the overall process you may be able to suggest.
You have the right to appeal any decision(s) made.
If the matter is not resolved to your satisfaction, you may raise the issue with the Chairperson of the Board of Management by way of phone conversation or written letter if you prefer. To arrange this, phone 6624 8215 or write to The Chairperson of the Board of Management Suite 2 / 27 Oliver Avenue Goonellabah NSW 2480. Please mark the envelope CONFIDENTIAL.
If further action is required, you may wish to phone the:
Aged Care Quality and Safety Commission
1800 951 822
Or visit their website
www.agedcarequality.gov.au
(A free call from fixed lines; calls from mobiles may be charged)
If you are deaf or have a hearing or speech impairment, you may contact them through the National Relay Service:
• TTY users: phone 1800 555 677 then ask for our number 1800 951 822
• Speak and Listen users: phone 1800 555 727 then ask for our number 1800 951 822
• Internet relay users: connect to the National Relay Service and enter 1800 951 822.
or write to
Aged Care Quality and Safety Commission
GPO Box 9819
IN YOUR CAPITAL CITY
People with Disabilities may choose to contact the Ombudsman NSW Phone: 1800 451 524
web: www.ombo.nsw.gov.au
email: [email protected]
If you are a non-English speaking person, there is a translating and Interpreter Service (TIS) on 131 450 TTY users phone 133 677 then ask for 02 9286 1000