COMPLAINTS MANAGEMENT POLICY

Last amended: 6 July 2015

Complaints Officer: Michaela Banks, Business Administration and Development

E: michaela@twowaystreet.net.au

P: PO Box 360 Belair SA 5052

At Two Way Street we strive to provide high quality services to our clients. Client feedback – both positive and negative – is an essential part of helping us to learn from our mistakes and to improve our service quality continuously.

To help you give us feedback, we have established a Suggestions Box in our reception area. Alternatively you can email us suggestions to improve our service at info@twowaystreet.net.au

If you are dissatisfied with a service we have provided to you, or are concerned about any aspect of our care, we encourage you to let us know as soon as practicable so we can address it.

You can lodge a complaint in person, over the phone, by email or in writing.  Your complaint will be reviewed by our Complaints Officer.  Upon receipt of your complaint, we will:

(1) acknowledge receiving it in writing;

(2) investigate your complaint by reviewing what happened;

(3) if appropriate, encourage you to discuss your concerns openly with the relevant staff member(s) or (if you feel more comfortable) with our Complaints Officer or another senior staff member with the authority to resolve your complaint;

(4) communicate the outcome of our investigations to you and ensure that any recommended improvements or changes are implemented effectively; and

(5) respond appropriately to your complaint.

Whenever practicable, we will endeavour to resolve your complaint within 30 days.  If this isn’t practicable, we will let you know why not in writing and give you an estimate of how long it will take for us to respond meaningfully.

In some cases, a complaint may require us to notify a regulator, professional body, and/or our insurers e.g. if your complaint includes allegations of professional misconduct or leads us to anticipate a claim for compensation or other litigation.  This may become clear only after we have completed our preliminary investigation of your complaint.

If you are unsatisfied with our response to your complaint, our Complaints Officer will endeavour to schedule a time to meet with you and the director of Two Way Street to discuss your ongoing concerns with a view to resolving the matter amicably.  If an acceptable resolution is not achieved, you have the option to take your complaint to Speech Pathology Australia or the Health and Community Services Complaints Commissioner (HCSCC) South Australia.

Complaints and compliments give us useful information about the quality of our services from the perspective of our clients and we encourage you to provide honest feedback.  Resolving complaints amicably gives us the opportunity to improve our services and to learn from our mistakes.  We take all complaints very seriously and will work hard to address and resolve them efficiently to your satisfaction.