How to provide feedback
How to make a complaint
How does Lancaster Consulting view complaints?
Complaints are welcomed and we are grateful for any feedback. It give us an opportunity to improve to our service delivery. All complaints will be responded to with respect and in confidence. If you prefer to remain anonymous you don’t have to give us your name in making the complaint.
No one will be adversely affected as a result of making a complaint or a complaint being made on their behalf.
We are committed to providing quality services. This means we: stick to our values; are open to complaints; are honest; explain any changes; keep to agreements where possible; review our services regularly; and we seek input from people in how we can do better.
We acknowledge that supports we provide may not always meet people’s expectations and/or that mistakes do happen but we value people letting us know when this occurs so we can improve supports.
How do I make a complaint?
You can make a complaint in a few different ways depending on what is more comfortable. You can speak directly with the Lancaster Consulting staff member who provides support.
Whomever you speak with will ask you if you want to make a complaint. If you do want it recorded as a complaint then we enter it in our complaints system. If you don't want to record a complaint the conversation will be recorded in the same manner as your other conversations with Lancaster Consulting.
If you would like support or an advocate to help you make a complaint you could speak with Stephenie on 03 8652 1674, to arrange this assistance.
If you’ve tried to make a complaint and we haven’t been able to work it out to your satisfaction, the Disability Services Commissioner are available to work with you. There are also other complaint avenues available. These include:
Disability Services Commissioner
- 1800 677 342
- 1300 362 072
There is a brochure with information about the Disability Services Commissioner available here: http://www.odsc.vic.gov.au/resources/consumer-brochures/
What happens after I make a complaint?
After receiving a complaint, either Cat or Adam will be in contact within 3 working days to talk with you about the nature of the complaint and the resolution you are seeking to your complaint. They will then investigate the situation and get back to you within 2 more weeks with a response. Also, with details of the service improvement that resulted from your issue. They will call and let you know if they are unable to respond in the 2 weeks.
Finally, we will follow-up with your thoughts and feedback on how the complaint and process was handled.
What will we do with the information?
Information about your complaint is recorded so we can keep track of mistakes or problems with our services, in order to make changes to, and improve how we operate. We are required to report general de-identified information to our funders or other government bodies, including the Office of the Disability Commissioner (see attached brochure). They collect this information in order to identify similar complaints made to organisations, and make improvements to all disability services.
We reiterate that we welcome your complaint and the opportunity to improve our service to you, to our other clients and, by our de-identified reporting, to others using disability services.