Complaints Policy and Feedback Form

Purpose

This policy sets out the responsibility of Happy Kangaroo Support Services to:

  • Recognise, promote and protect the client’s right to complain about any dealings with the company

  • Ensure an accessible and well published complaints process is in place

  • Recognise the need to be fair to both the complainant and the organisation or person complained about

  • Provide a mechanism for responding to complaints in a timely and courteous manner

  • Determine and implement remedies

  • Record, assess and review complaints on a regular basis to ensure responsiveness and on-going commitment to service improvement

Procedure

Complaints can be made:

  • By letter - either through mail, fax or email to admin@happykangaroo.com.au

  • Verbally - either in person or via phone

  • Through Contact Us form

Complainants may be members of the general public, travelers, their family members or carers, service providers, businesses or community organisations or anyone who is unhappy about any service provided.

Steps in making a complaint

Explain the problem as clearly as you can.

 

Try to include:

  • What happened

  • When it happened

  • Any paperwork or photographs

  • How you think the problem can be fixed
     

All information will be treated confidentially and in line with the Disability Act 2006.

 What will Happy Kangaroo Support Services do?

  • Listen to your complaint

  • Gather relevant information and talk to all people involved

  • Help you get answers to your questions

  • Try to resolve the problem

  • Deal with your problem in a timely and professional manner as quickly as possible

  • Keep you up-to-date on how your problem is being dealt with and provide regular feedback to all involved

  • Let you know of other people you can contact who can help you with your problem

  • Strive to provide a mutually satisfactory resolution to the problem