Complaints are integral to providing high quality supports to clients/residents and their families. They help to measure client satisfaction and provide a useful source of feedback to support continuous improvement of our services. On that basis we welcome feedback to the organisation at any time.
A complaint may be made verbally, in person, in writing or by an advocate. All complaints will be handled sensitively, objectively, confidentially and promptly. Where possible, complaints will be resolved at the lowest level, with a minimum of formality.
The role of the Complaints Contact Person is to:
- Co-ordinate investigations and respond to complaints
- Assist and support people wishing to make a complaint in order that they understand their rights, the complaint procedure and additional complaint avenues
- Assist staff in the investigation and management of complaints by providing advice and support
- Represent CODA Inc. in the ongoing management and development of individual complaints and reporting requirements
The organisation will respond to complaints quickly as an early resolution is beneficial to both the individual and the organisation. Where possible, staff should provide an immediate response to a verbal complaint. If further information is required to be able to respond to a complaint, staff will seek information and advice from their supervisor and/or the Quality Manager as soon as possible.
All complaints, either written or verbal, will be acknowledged in writing within 3 working days by the Quality Manager. The matters raised will be thoroughly investigated and responded to by the Quality Manager within a further 3 working days. The response may take the form of a one-to-one meeting as this can often be beneficial in resolving matters. The response to the complaint will be confirmed in writing, including the right to request a review of the decision.
An external mediator may be engaged at any point during the investigation of a complaint to assist resolution. Culturally sensitive advice will be sought by the Quality Manager to resolve issues regarding reports of racism, discrimination or cultural abuse involving Aboriginal or Torres Strait Islander people.
If, after investigation, you feel the complaint has not been resolved or the outcome is unsatisfactory the matter can be referred to the Office of Disability Services Commissioner.
CODA Inc. maintains a complaints register and reports annually to the Disability Services Commissioner.
To download a copy of our complaints brochure please click here
To download a copy of the full pdf policy please click here
Please see the Links section for external agencies that may be of support if making a complaint.