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Last Updated
24 September, 2002

Complaints

It is the policy of the Carer Respite Centre to actively encourage carers using our service to question or comment on the quality andnature of the service offered. We will try to make sure that any comments made to use by carers are resolved in as reasonable manner as possible as quickly as possible.
We will listen to all complaints or comments. When a complaint is shown to be reasonable and justified we will try and put things right. We will if possible, improve the service, so other people will not have the same problem.

Who can complain?

Anybody who uses the service or has a right to expect a service from us may comment or complain. You can either make the complaint yourself or have someone else speak up for you.

How to make a comment or complaint

First Step
If you have any comment or complaint about the service, please let us know. Many problems can be sorted out through explanation, discussion and action. You do not have to put it in writing unless you wish to. You can talk to the Program Manager, Ruth Henderson, by phone or she can come to your home to talk things through.

Second Step
If however, after talking your complaint through, you are not satisfied, you can put your complaint in writing. If you need help, this will be offered by someone not directly associated with your complaint.

Give as much detail as you can about the comp;aint and if you can, try to tell us what you would like us to do about your complaint. You should address your complaint to the Respite Centre Program Manager, or is you would rather, to the Regional Manager of the UPA, the organiseation that manageds the Carer Respite Centre. If you want to talk to someone in the organisation outside the local area, you should address your complaint to the General Manager UPA who is based in Sydney.

We guarantee to acknowledge receipt of your complaint within three days and to ensure that it is investigated. You will be told about the outcome by phone and also in writing not more than two weeks after you made the complaint.

Third Step
If you are still dissatisfied with the reply from the Respite Centre Manager or the Regional Manager or the General Manager of the UPA, you will be able toask for a review by the Advisory Committee of the Carer Respite Centre (this is a voluntary committee made up of carers and service providers). You will also be able to get help to write a letter to the Committee as in Step Two.

The Committee will acknowledge receipt of the complaint and take appropriate action to ensure that the complaint is reviewed no later that 28 days after it was received.

Final Step
If after going through all three steps you still feel dissatisfied, you can refer the complaint to the following:

• The Commonwealth Departmnet of Health and Aged Care.
  
• This is the department which funds our service. 02 9263 3899
  
• Your Federal M.P.

Confidentiality
All comments and complaints will be treated in confidence. Only information about a complaint will be given to people who need to know this information to investiage the complaint or take action as a result of the investigation. If you wish to make a complaint about the service you have received from the Carer Respite Centre, please contact: