Purpose

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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

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Procedure

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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

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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.

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Steps in making a complaint

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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.

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 What will Happy Kangaroo Support Services do?

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• 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

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