Feedback

If you are making a complaint: 

We take complaints seriously and will look into them carefully and sensitively. Staff are expected to handle complaints respectfully. If you make a complaint, your future use of Companion Health and Disability Services will not be affected. You also have the right to have an external advocate or independent support to assist you with your complaint. 

What we expect from you when you make a complaint: 

• Speak to our staff respectfully and give the person you have spoken to an opportunity to either resolve or pass your complaint to the relevant person. 

• If possible, tell us what you want to happen as a result of your complaint and give us as much information about the complaint as possible. 

• Let us know of any special needs you may have or if you need extra help in understanding our complaints service. 

When we receive your complaint: 

• We will formally acknowledge your complaint and advise who is handling it within five days. 

• We will investigate and take the required action within 14 days. Some matters are more complex and can take longer to sort out, and if that happens, we will keep you informed of our progress. 

If you are making a suggestion: 

Suggestions are used to help us improve our services, facilities, or procedures. Your feedback is important as it helps us to improve our service. 

If you are giving a compliment: 

We are always pleased to receive compliments about our services. We will ensure that your feedback is given to the relevant staff members or program. 

What we expect our staff to do when receiving feedback: 

• Receive all complaints respectfully and listen to what you have to say, and do their best to understand your concerns or issues. 

• Attempt to resolve the matter immediately, if possible. Alternatively, do their best to resolve the issue or fix the problem, although this may not always be possible. 

• Respect your privacy and the confidentiality of your information. 

• Keep you informed if the complaint is taking longer than expected to review and let you know the outcome of your complaint and respond in writing where appropriate.