All clients are entitled to fair and equitable management of their complaints and disputes. Each complaint about the service is dealt with promptly, confidentially and without retribution. Clients are also entitled to appeal a decision of the service if they are not happy with the decision.
Feedback from clients is important in ensuring that services are continuing to meet client’s needs and for ensuring the ongoing quality of the program. We welcome and encourage client complaints as an important source of feedback.
All clients are made aware of their right to complain, and should fully understand the complaints and appeals procedure and the use and availability of advocates (RERC processes). The complaint’s kit ‘I have a Concern’, produced by the Department of Health and Ageing, is provided to all RERC Community Care clients at the point of assessment. These Complaints kits are provided in the requested / preferred language.
The Coordinator should take steps to ensure that clients feel comfortable to continue accessing the service after making a complaint.
The client has the right to use an advocate of their choice to negotiate on their behalf with the staff and/or management. This may be a family member, friend, or an agency.
If you wish to provide us with feedback, including complaints or compliments, please fill in the form below. You can do this anonymously. Otherwise, feel free to pick up a form, from our office, or where our groups meet.