|Making a complaint|
Download the Complaints policy and form
OzChild has a formal process that you are able to access if you are unhappy about a decision, an event or a process arising from the service we give regarding yourself, or another person for whom you have responsibility or have a relationship. The process allows for you to meet with more senior levels of OzChild management, if the matter is not resolved to your satisfaction with the staff member/s directly involved. It also assists us in improving our quality of service. There is no guarantee that all issues or complaints can be resolved: however OzChild aims to follow a fair and consistent process at all times.
All staff are aware of this process, and are to encourage you to access a fair, just and confidential hearing, and to assure you that you will not be viewed differently or judged unfairly because you decide to raise a complaint or issue.
As a guide, the timeframe for resolving a complaint at OzChild is 15 working days (3 weeks). Of course, many complaints will be resolved quicker, and more complex or detailed complaints may take longer than this timeframe.
Always try and solve the issue directly with the person involved, if you can. If this is not possible, or you wish to proceed to a formal complaint, you or your advocate will need to fill out the Complaints form provided by your worker and forward it to your Program Manager.
Once a formal complaint is made, the following steps will be taken:
A meeting will be arranged as soon as possible with the program Team Leader or Manager in a venue which is acceptable and accessible to you. You will be reminded that you have the right to bring an interpreter and/or advocate of your choice at this and to any other meetings to support you.
The Team Leader or Manager will inform all of the people involved in the complaint that a formal complaint has been lodged and get their views on the dispute.
At the first formal meeting you will be given every opportunity to state your views, talk about the circumstances leading up to the complaint and suggest what you think needs to happen next. It is usual for the meeting to include any other people involved, but separate interviews can also be arranged if you prefer this. All the discussions and information from the investigation will be written down and placed on your file. Remember if you decide to have an advocate or support person with you, their role is to observe and not to interrupt or control the meeting.
On the basis of all the information, the Team Leader or Manager will assist in working out a plan of action which is acceptable to everyone involved. The plan of action will then be documented and circulated to you, your case worker and any other people who are involved.
If no solution can be reached or you are unhappy with the outcome, you have the right to take your complaint to the relevant service General Manager, and a meeting will be arranged.
The General Manager will carry out an investigation and on the basis of discussion with you and any other people involved will negotiate a further course of action.
If you are still unhappy with the way the issue has been handled you are entitled to take your complaint to the Chief Executive Officer, who will consider the information and decide what should happen next.
If you are unable to find a satisfactory solution to your complaint the following list of external bodies may be able to assist with mediation:
Child Safety Commissioner
T 8601 5884
Disability Services Commissioner
Level 3, 456 Lonsdale St
Children's Services Advisor