COMPLAINTS, COMPLIMENTS AND FEEDBACK

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.

Complaints communication process

Kalinda Wellbeing Centre has adopted four principles of successful complaint resolution: Acknowledgement, Answer, Action, and Apology (from the Disability Service Commissioner or from KWC Management)

Acknowledgement – verbal or written

A complaint can be received by any staff member at Kalinda Wellbeing Centre. A range of opportunities are available for clients and the community to provide feedback verbally or in writing, such as: face to face, over the phone, letters, emails, survey box in reception and the Kalinda Wellbeing Centre website.

We listen openly to the concerns and ask questions to understand your concerns and try to be curious rather than defensive.

We recognise the feelings behind the concern and validate your opinion.
Complaints will be acknowledged verbally and/or in writing (as requested by complainant) within 5 business days of the initial complaint.

Information will be provided regarding how to make a complaint to the NDIA or relevant registering organisation of the clinician.
You can ask for a copy of our complaints policy and procedure

How can you make a complaint?

You can make a complaint in the best way that works for you. This means you can:

  • Talk to a staff member you feel comfortable with or your clinician
  • 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

Kalinda Customer Feedback Form

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.

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 and there will not be repercussions if you make a complaint. For example, Kalinda Wellbeing Centre will not deny you services.

Other places you can call or make a complaint

Disability Services Commissioner
1800 677 342 or www.odsc.vic.gov.au

Heath Complaints Commissioner
1300 582 113 or www.hcc.vic.gov.au

Ombudsman Victoria
9613 6222 or ombudvic@ombudsman.vic.gov.au

Privacy Victoria
1300 666 444 or enquiries@privacy.vic.gov.au

Victorian Equal Opportunity and Human Rights Commissioner
1300 292 153 or complaints@veohrc@vic.gov.au

Commissioner for Children and Young People
1300 782 978 or childsafe@ccyp.vic.gov.au

National Disability Insurance Scheme (NDIS)
https://www.ndis.gov.au/about-us/contact-us.html
1800 800 110.

Compliments

Of course, we love to hear what we are doing well. A range of opportunities are available for clients and the community to provide feedback verbally or in writing, such as: face to face, over the phone, letters, emails, survey box in reception and the Kalinda Wellbeing Centre website.

Annual Survey

Kalinda Wellbeing Centre will conduct an annual survey. Reception may ask you to complete an annual survey using an iPad. You can choose to participate or not in the survey.