Feedback

Kalinda Customer Feedback Form


Kalinda Wellbeing Centre welcomes feedback (compliments, complaints and comments).

We would like to hear what you have to say; whether it’s to tell us you are not happy with the service you are getting or how we can be better at what we do. We also welcome compliments, and so if a team member provided a service you appreciated, let us know this as well.

WHAT IS A COMPLAINT?
A complaint is when you have a problem with the services and/or supports you are getting and you would like it to be fixed or to understand what happened and why it happened.

HOW DO I MAKE A COMPLAINT?
You can make a complaint in the best way that works for you
You can:
-Talk to a staff member you feel comfortable with
-Call Kalinda Wellbeing Centre on 5962 6490
-Write to Kalinda Wellbeing Centre at 31 Maroondah Hwy, Healesville
-Email Kalinda Wellbeing Centre at admin@kalindawellbeing.com.au
-Make an anonymous complaint by filling in  “Feedback” on our website
-www.kalindawellbeing.com.au
-Talk to anyone at Kalinda Wellbeing Centre.  All staff can take your details and forward to the relevant manager

OTHER PLACES YOU CAN CALL OR EMAIL ABOUT YOUR COMPLAINT:
-Disability Services Commissioner on 1800 677 342 or www.odsc.vic.gov.au
-Heath Complaints Commissioner on 1300 582 113 or www.hcc.vic.gov.au
-Ombudsman Victoria on 9613 6222 or ombudvic@ombudsman.vic.gov.au
-Privacy Victoria on 1300 666 444 or enquiries@privacy.vic.gov.au
-Victorian Equal Opportunity and Human Rights Commissioner on 1300 292 153 or complaints@veohrc@vic.gov.au
-Commissioner for Children and Young People on 1300 782 978 or childsafe@ccyp.vic.gov.au
-National Disability Insurance Scheme (NDIS) at https://www.ndis.gov.au/about-us/contact-us.html or call 1800 800 110.

WHEN YOU MAKE A COMPLAINT WE WILL:
-Listen to you to understand what you are not happy about
-Give you information about why something has happened
-We will make every effort  to help you in the best way possible and/or change the way services are provided to you
-Make sure nothing bad happens because you made a complaint

YOU CAN GET HELP TO MAKE A COMPLAINT BY:
-Asking a friend
-Using an interpreter.  An interpreter is someone who speaks in your language.  Call 03 9280 1955
-HSS Language Service on 9280 1955 (24 hours seven days a week)
-Visit www.odsc.vic.gov.au or call  Disability Services Commissioner on 1800 677 342

YOUR COMPLAINT
Your complaint will be private and confidential.  This means we will keep your details safe.

THEAPISTS AND STAFF AT KALINDA WELLBEING CENTRE HOLD THE FOLLOWING VALUES:
-Care – we care for our clients wellbeing and work with our clients to achieve their therapy goals
-Compassion – we are non judgmental and appreciate the difficulties and challenges our clients face
-Commitment – we are committed to best practice in psychological and counselling interventions and commit to ongoing professional development
-Confidentiality – we don’t disclose information without prior consent unless required by law.


Should you feel a serious breach of practise has occurred please refer to our client handbook and report those incidents directly to the relevant agencies.