Communicating Your Concerns

Huntington’s Victoria Complaints and Feedback Policy and Process

Why complain?

As a user of the Huntington’s Victoria service (Huntington’s Victoria), you have the right to discuss complaints, problems and concerns that you have with any aspect of our service, and to have your issues resolved equitably and fairly.  

Our Policy

We view complaints as valuable feedback about our service and an important part of our quality improvement process.  Your feedback can be a useful way to achieving better care, identifying areas that need changing and preventing the same problems from reoccurring.  The complaints process can lead to better services for people with Huntington’s Disease (HD), so coming up with solutions together is good for everyone.  As an organisation we will take action that will seek to achieve the best possible outcomes for all involved.

Complaints will be managed sensitively, objectively, confidentially and promptly and the solutions and outcomes will be identified and communicated clearly.  We acknowledge the introduction of the Victorian Human Rights Charter and we ensure that your rights under this charter are protected throughout your dealings with Huntington’s Victoria.  All reasonable steps will be taken to ensure that you will not be adversely affected because you have raised a complaint and Huntington’s Victoria will continue to provide services, where appropriate, throughout the resolution of a complaint.
 

Who can make a complaint?

Anyone who uses our services is entitled to make a complaint or to give us feedback of any kind.  This includes people with HD and their families, carers or advocates and professionals who work with Huntington’s Victoria.

What can a complaint be about?
If you have a problem or concern about the supports or service you are receiving from Huntington’s Victoria, you can make a complaint i.e. if:

• •    you think you are being treated unfairly;
• •    you are not receiving the amount or quality of care that Huntington’s Victoria indicated that you would get;
• •    you have not been treated with respect by a staff member;
• •    you felt your safety was compromised;
• •    you think your confidentiality has been breeched;
• •    you think your human rights have been breeched.

How do I make a Complaint?

You can make a complaint to Huntington’s Victoria by writing or telephoning us, or by other means which are appropriate for your circumstances.  

Our contact details are:
Phone:        9563 3922
Fax:              9563 3489
Post:            PO Box 60
                      Holmesglen
                      Vic 3148.

Work out what your complaint is about

Clarify in your mind what your complaint is about and what you would like us to do about it.

Speak to the staff member involved.

Generally, as a first step you would speak to the staff member who is involved in the issue and see if you can resolve the issue together.  You would talk about what happened, and what you would like us to do about it.  If you are not satisfied after this or if you don’t feel comfortable discussing the issue directly with the staff member involved, proceed to the next step.

Contact a Manager

The next step is to contact the Manager of Client Services either by telephone or in writing to discuss your concerns.  The intake worker can tell you who this is. Outline what happened, what your complaint is about and what you want to be done about it.

Contact the CEO

If you are not satisfied with how your complaint is being handled, proceed to the next step, which is to contact the Chief Executive Officer of Huntington’s Victoria either by telephone or in writing to discuss your concerns. 

Contact the Huntington’s Victoria Board

If you are not satisfied with how your complaint is being handled, or if you wish to make a complaint about the CEO, proceed to the next step, which is to contact the Huntington’s Victoria Board president either by telephone on 9563 3922 or in writing at PO Box 60 Holmesglen 3148, to discuss your concerns.

Contact the office of the Disability Services Commissioner

If you are still not satisfied with the outcome, contact the Disability Services Commissioner – see section below for details. The helpline can also give you these details.  Phone 9563 3922

We encourage you to include your advocates or family members as part of the complaints handling process, if you feel you would like support.

When I have made a complaint, what happens next?

1. We will acknowledge your complaint in writing within 48 hours.  The Client Services Manager, CEO or Board President will investigate your concerns and record your complaint.  
2. The complaint will then be investigated confidentially. After an investigation, an action plan will be developed to resolve the issue.  The person investigating your complaint will contact you to discuss the action plan.  In most cases the action plan will be immediately put in place to resolve your concern.  In other cases, the action plan will be included in our service planning to ensure that this situation does not happen again.
3. Feedback will be provided to you in relation to outcomes, changes in practice etc. You will be kept informed about the status of the complaint throughout the process.  Where appropriate, you may be involved in discussion about outcomes.  You will also be given information at the end of the process about what steps the organisation has taken as a result of your complaint.
4. All complaints, resolved and unresolved, will be recorded in a confidential complaints log book and a non-identifying summary of any complaints will be tabled at Board meetings to inform future service improvements and make appropriate service and system changes.

Confidentiality

At Huntington’s Victoria we will ensure that our policies, practices and procedures protect your rights so that no one is discriminated against, abused or harassed. Your complaints can be made without fear of victimisation, reprisal or blame.  All complaints will be treated confidentially, with information used only for the purpose for which it was obtained.  Your privacy will be protected during the complaints process, and investigations will be conducted discreetly.  Huntington’s Victoria staff understand the importance of confidentiality regarding a complaints case, and information is shared with staff only on a ‘need to know’ basis

What if I can’t speak English?

If you don’t feel comfortable writing or speaking in English, you may bring along a friend or family member to interpret on your behalf, or you can organise an interpreter.  Our helpline can provide details of interpreter services.
Disability Services Commissioner
The Office of the Disability Services Commissioner has been created to work with people with a disability and disability service providers, such as Huntington’s Victoria, to resolve complaints.  The commission encourages and assists the resolution of complaints in a variety of ways including informal discussions, conciliation processes or under certain circumstances, formal investigations.  The Commissioner is independent of government, the Department of Human Services and disability service providers.  Its service is free and confidential.  

A complaint can be made to the Commissioner about the provision of a service, or the way Huntington’s Victoria has managed a complaint that you have made.  You can make a complaint to the Commissioner by:
 

writing to       Disability Services Commissioner
                           Level 3
                           456 Lonsdale Street
                           Melbourne 3000
telephoning     1800 677 342 for a complaint
                           1300 728 187 for general enquiries
                           fax    03 9603 8310
web                   www.odsc.vic.gov.au

A complaint can be withdrawn at any time by notifying the Commissioner in writing.