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Complaints Resolution Process

HenderCare respects the right of all service users and employees, including health units, case managers, nurses, personal care workers, support workers, community organisations, aged care providers, patients/clients and their significant others. These entities and individuals have the right to express and resolve any complaint/grievance concerning HenderCare’s activities and service provision(s). This right extends to persons in any way affected by HenderCare’s service delivery.

HenderCare respects the right of all service users and employees, including health units, case managers, nurses, personal care workers, support workers, community organisations, aged care providers, patients/clients and their significant others. These entities and individuals have the right to express and resolve any complaint/grievance concerning HenderCare’s activities and service provision(s). This right extends to persons in any way affected by HenderCare’s service delivery.

The following Complaints Resolution Process has been established to benefit service recipients, their significant others (where applicable) and HenderCare workers. If there is anything that the aforementioned are not satisfied with or represents as a problem, a complaint can and should be made.

HenderCare’s complaints resolution process enables all persons making a complaint to be responded to promptly in a fair, confidential manner. Complainants can make their complaint without fear of retribution or cessation of service provision. If required, HenderCare will assist complainants in making a complaint by accessing an advocate of their choosing if they need assistance to make an effective complaint within the agency. Complainants can advise HenderCare if they do not consent to their complaint being added to the complaints register.

The Chief Executive Officer at HenderCare will be involved in all grievances/complaints, and from time to time, another person will be nominated to investigate the grievance/complaint on her behalf. HenderCare internally records all complaints received and the associated outcome(s) of the complaint (if any) in an effort to continually improve the services it provides. HenderCare is committed to resolving complaints at a local level, and will do so where possible.

To make a complaint, please contact HenderCare:

  • on 1300 764 433;
  • by emailing mail@hendercare.com.au;
  • through our website www.hendercare.com.au/get-in-touch;
  • in person at one of our offices; or
  • by mail to level 3, 81 Flinders Street, Adelaide SA 5000.

HenderCare endeavours to act in the following manner when dealing with all grievances/complaints:

  • complainants will be informed when making a complaint of HenderCare’s internal processes for dealing with complaints and the external processes that are available to them (if appropriate);
  • all complaints are logged on HenderCare’s Continuous Improvements Register and a Complaints Action Form is used to assist HenderCare in managing complaints;
  • HenderCare will usually commence an internal investigation into the complaint. Any investigation will be in accordance with the principles of natural justice. This includes providing the individual who is the subject of the complaint with sufficient information to enable them to understand and respond to the complaint made against them (unless prohibited by law);
  • HenderCare may instead refer the complaint to a government department/organisation to address the complaint, if appropriate. HenderCare may also seek advice from a body such as the Health and Community Services Complaints Commissioner or refer the matter to the police to investigate if the complaint relates to potential criminal activity;
  • HenderCare will assist the complainant in making the complaint (where required or where assistance is sought);
  • within two business days of HenderCare receiving the complaint, complainants will be contacted and provided with the name and position of the person at HenderCare that will be addressing their complaint (if not done at the time the complaint is received);
  • complainants will be advised when they can expect to be provided with an outcome or action items from any investigation that HenderCare undertakes. Unfortunately, HenderCare may sometimes be unable to provide specifics of an outcome due to privacy;
  • HenderCare will endeavour to communicate the findings of its investigation to the complainant within the stipulated timeframe;
  • all findings will take into account the feedback from the complainant, enabling the outcomes to reflect the needs of all parties where possible.

 

If the complainant is not satisfied with HenderCare’s response to the complaint, the complainant can access the following to take their complaint further:

  • complaints unit of a specific government department;
  • independent advocate;
  • Police;
  • Chief Executive Officer;
  • case manager;
  • Health and Community Services Complaints Commissioner (or equivalent); and
  • any other person that the complainant knows and trusts, a friend or family member.

The complainant can invite any of the above to help them at any stage when making a complaint about HenderCare. HenderCare can also assist the complainant in lodging a complaint with any of the above. If an individual would like assistance in contacting a third party to make a complaint about HenderCare or its services, they can contact HenderCare by one of the above methods to discuss what assistance HenderCare can provide. A list of external organisations that receive complaints are detailed on the next page.

HenderCare my chose not to act in the above manner when dealing with grievances or complaints. Reasons may include HenderCare forming the view that the complaint is vexatious or malicious, or that HenderCare does not have the ability to deal with issues raised in the complaint.

To see a list of agencies within your jurisdiction who can provide support in lodging a complaint, please click here


Dated: 1 July 2019
Review Date: 1 July 2020

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