This form is for feedback, complaints or improvement ideas regarding the services provided by Extended Families.
This form may be used by participants and their representatives, service providers and Extended Families staff and volunteers and may relate to current service provision, our processes, specific incidents that have occurred, or decisions made that you would like to provide feedback on.
We are committed to providing safe and quality services to every person who accesses supports through us. We do this by having clear policies and procedures in place that describe what we do and how we do it, and by regularly reviewing our service and making changes when we realise something is not working or could be improved.
One of those processes is our feedback and complaints process, which encourages all participants to come to us if they would like to acknowledge things we are doing well, let us know about things we are not doing well or have ideas about how we can be better.
Foundations of the feedback and complaints process at Extended Families:
- All feedback will be well received and acknowledged.
- Extended Families will share with staff and programs if appropriate, and celebrate good work or success.
- We are committed to the prompt and fair investigation and resolution of all complaints or grievances.
- We will respond to your complaint within 48 hours.
- Complaints will be treated seriously and in a confidential and sensitive manner and will not impact on your service provision.
- You can make a complaint without fear of reprisal.
Please contact Extended Families Quality Manager if you would like assistance to complete this form, or if you require an interpreter or advocate to support you throughout this process.
Nicole Leathem
Quality Manager
0438 752 126
nicole@extendedfamilies.org.au
Your feedback is valuable to us.
We believe that coming up with solutions together
is good for everyone.
A full copy of our complaints policy is available upon request