Compliments, Complaints & Feedback
Act for Kids is committed to delivering high quality services. We value feedback, including complaints, and believe they are a valuable source of information that can help us better understand client and stakeholder needs, improve our business practices and performance, and foster strong working relationships within the community.
We love to hear about the positive experiences clients and stakeholders have in their dealings with Act for Kids. If you have received outstanding service or attention that you feel warrants complimenting, be sure let us know!
If you are unhappy about any aspect of the service you have received from Act for Kids, please let us know. To help us resolve your complaint, it is important that you tell is what you would like to happen as a result of your complaint. For example, you may want an apology, an explanation, or change to occur that will prevent others from experiencing the same issue. You can lodge your complaint anonymously; however this may limit our capacity to investigate the complaint and consult with you on the investigation and outcome.
If you require support to assist you throughout the complaints process, for example interpreter services or the appointment of a cultural advisor, please let us know.
Our Complaints Management Process
Compliments, complaints and feedback can be provided in writing, in person, by phone or by completing our Contact Us online form. Where appropriate, we ask that all complaints are lodged with the Program Manager or Director of the Act for Kids service concerned. The nature and circumstances of the complaint will determine whether it is addressed at a local level, or escalated to our executive team.
How we will respond to your feedback or complaint
- We will tell the relevant Manager, Director or Executive
- We will contact you (if we know your name and you’ve requested to be informed of the process) in line with our complaints management process (it’s different depending on the category)
- If you have not requested to remain anonymous, your personal information may be forwarded to the individual, manager or centre relevant to your compliment, complaint or feedback for acknowledgement. Your personal details will not be disclosed to any third party, or used for any other purpose without your consent, unless authorised or required by law.
- De-identified details of the complaint or feedback may be used for training and quality improvement purposes.
If you are not satisfied with the resolution, you can escalate your complaint to the Chief Executive Officer of Act for Kids by emailing firstname.lastname@example.org, with the subject heading ATTENTION: CEO
If you are not satisfied with the outcome after appealing to the Chief Executive Officer of Act for Kids, we will remind you of your right to lodge your complaint with the relevant funding body and/or independent complaints agency.