Complaints Procedure

Our commitment 

We are committed to handling complaints in a fair and open way. Every effort will be made by SPOT4YOU & SPOT4KIDS to resolve the complaints it receives to the satisfaction of everyone involved. If you make a complaint to SPOT4YOU & SPOT4KIDS, you can expect that we will:

  • Treat you with respect
  • Tell you what to expect while your complaint is being looked into
  • Carry out the complaint handling process in a fair and open way
  • Provide reasons for decisions that are made
  • Protect your privacy

Our complaints policy

The SPOT4YOU & SPOT4KIDS Feedback and Complaint Handling policy outlines the principles for management of complaints and provides guidelines to help our employees in responding to complaints received. All employees of SPOT4YOU & SPOT4KIDS, including contractors and volunteers, are required to handle complaints according to the principles and guidelines outlined in this policy.

Who can make a complaint?

Anyone can make a complaint to SPOT4YOU & SPOT4KIDS. You do not have to be receiving services from SPOT4YOU & SPOT4KIDS to make a complaint and you may make a complaint on behalf of someone else.

Anonymous complaints will be accepted and investigated as far as possible.

SPOT4YOU & SPOT4KIDS staff who have complaints, including concerns relating to a client’s welfare, should refer to our staff grievance processes.

What can I make a complaint about?

SPOT4YOU & SPOT4KIDS: You can make a complaint about any aspect of its business or the services it provides.

CRIMINAL MATTERS: Allegations of abuse or other criminal activities, such as theft, should be reported to the police.

CHILD PROTECTION: Suspected ‘risk of significant harm’ to children and young people should be reported to the Child Protection Hotline by calling 132 111.

ELDER ABUSE: For any suspicions of “Elder Abuse”, each state and territory provides information about abuse, abuse prevention and options for getting help.  For further information, visit the My Aged Care website https://www.myagedcare.gov.au/contact-us/complaints

Who do I make a complaint to?

You can make a complaint to any SPOT4YOU & SPOT4KIDS staff member. We encourage you to discuss your complaint with local staff first.

If the complaint is about a SPOT4YOU & SPOT4KIDS staff member or sub-contractor, that person will not deal with it.

If the complaint is about a particular area or group of staff within SPOT4YOU & SPOT4KIDS, then another department in the company may handle the complaint or an independent party may be called in to investigate the complaint.

How do I make a complaint?

Complaints can be made a number of ways, including in a letter, email, over the phone, or in person. We will help you if you need assistance in making a complaint, such as organising an interpreter if you need one.

You may wish to have an advocate or someone to act on your behalf to help you make a complaint. There are a number of advocacy services that provide this kind of support.

There are also external agencies that may be able to give you advice or assist you in making a complaint. These include the NSW Ombudsman and the National Disability Abuse and Neglect Hotline.

What happens once I make a complaint?

When you make a complaint we will explain:

  • What will happen while the complaint is being dealt with
  • Who will deal with the complaint
  • What will happen next, such as when you are likely to be contacted again.

You should not be made to feel that you cannot make a complaint, nor should making a complaint have any effect on the services you are receiving from SPOT4YOU & SPOT4KIDS, such as changes to your therapy or less communication. 

If the complaint is simple then it may be resolved immediately. If our staff need to make further enquiries, it may take a few weeks to resolve — possibly longer where the complaint involves a more complex matter.

Once the complaint is resolved as far as possible, you will be informed of the outcome. You will have the opportunity to raise any ongoing problems or concerns at this time.

Sometimes it may not be possible for a complaint to be resolved completely. If this is the case, SPOT4YOU & SPOT4KIDS staff will work with you to look at other options to address your issues. Our staff may follow up with you afterwards to check that the outcome of the complaint handling process has met your needs.

What if I’m not happy with the outcome of the complaint?

If you are not happy with the outcome of the complaint then you can ask SPOT4YOU & SPOT4KIDS staff to review how the complaint was dealt with. You can do this in a letter, email, over the phone or in person. A more senior staff member may undertake the review.

SPOT4YOU & SPOT4KIDS staff may gather additional information to review the decision. This may or may not lead to changes to the original decision. After you have asked us to review how the complaint was dealt with, and you are still unhappy with the outcome of a complaint, then there are outside agencies that may be able to assist. These include:

SPEECH PATHOLOGY AUSTRALIA (SPA): You can complain to SPA about a Speech Pathologist. SPOT4YOU & SPOT4KIDS as an organisation would also refer a therapist to SPA if found to be negligent or unprofessional in their duty as a therapist. Contact: Tel. 1300 368 835 or +61 3 9642 4899 Fax. +61 3 9642 4922.

OCCUPATIONAL THERAPY AUSTRALIA (OTA): You can complain to OTA about an Occupational Therapist. SPOT4YOU & SPOT4KIDS as an organisation would also refer a therapist to OTA if found to be negligent or unprofessional in their duty as a therapist. Contact: info@otaus.com.au Tel. 1300 682 878 or 03 9415 2900 Fax. 03 9416 1421.

AUSTRALIAN HEALTH PRACTITIONER REGULATION AGENCY (AHPRA): You can complain to AHPRA about an Occupational Therapist. SPOT4YOU & SPOT4KIDS as an organisation would also refer an Occupational Therapist to AHPRA if found to be negligent or unprofessional in their duty as a therapist. Contact: Tel. 1300 419 495 or +61 3 9275 9009. Opening hours are 9:00am – 5:00pm, Monday to Friday (Australian Eastern Standard Time). Use the web enquiry form.

Complaints received in relation to NDIS clients

If you have a concern about your current NDIS Services or supports, it is important that you talk about it.

NDIS clients are encouraged to raise concerns or complaints initially with SPOT4YOU & SPOT4KIDS, via the process listed above, as this is often the best way to have issues resolved quickly. 

However, if your complaint is unable to be resolved with our staff, then seek further advice from family, friends or an independent advocate to support you in making a complaint. For further information, see Disability Advocacy

A complaint can be made to the NDIS Commission by:

The NDIS Commission can take complaints from anyone about:

  • Services or supports that were not provided in a safe and respectful way
  • Services and supports that were not delivered to an appropriate standard
  • How an NDIS provider has managed a complaint about services or supports provided to an NDIS participant

Further information can be found at https://www.ndiscommission.gov.au/about/complaints

Complaints received in relation to Regional Assessment Services (RAS) Staff

If you have a concern about the service or information you receive from My Aged Care (MAC), you should contact them in the first instance to discuss the issue and ask for their help.

If the issue cannot be resolved when you call, you will be given a reference number to track the progress of your complaint. You should receive a response within 10 business days.

You can make a complaint by:

  • Calling My Aged Care on 1800 200 422
  • Lodging online via the “Contact us tool” on the My Aged Care website at www.myagedcare.gov.au/contact-form
  • Faxing your complaint to 1800 728 174
  • Posting your complaint to: My Aged Care Complaints, PO Box 1237, Runaway Bay QLD 4216

If you are not satisfied with the response you receive, you can make further enquiries by sending an email with the detail of your complaint and your My Aged Care reference number to myagedcaresupport@healthdirect.org.au

Please note:

  • In relation to lodging complaints with the MAC National Call Centre (NCC), first lodge them directly with the MAC NCC service desk and ask for it to be resolved
  • Please state on your complaint that it couldn’t be resolved at the service desk level (for whatever reason) and ask for it to be resolved. Also, remember to record the name, date and time of the MAC NCC person you spoke to so MAC can go back to the recorded phone call

Relevant links can be found here: https://www.myagedcare.gov.au/contact-us/complaints

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