Feedback & Complaints Policy

Policy statement

This policy sets out our expectations about the way in which feedback and complaints are dealt with by the In Home Care Support Agency for Victoria and Queensland (IHCSA).

It also outlines the measures we take to ensure that all feedback and complaints we receive are handled appropriately, efficiently and in alignment with:

• The APS (Australian Public service commission)
• Values and Code of Conduct
• The Commonwealth Ombudsman’s Better Practice Guide to Complaint Handling
• Our organisational values

Purpose

This policy establishes a common understanding of the appropriate channels and processes we have established in relation to the management of all feedback and complaints received by the IHCSA.

The main feedback and complaints policy principles are:

1. All aspects of this policy are underpinned by principles of fairness, accessibility, responsiveness, efficiency and integration.
2. All feedback and complaints will be handled and managed appropriately, efficiently and in alignment with all relevant privacy principles.
3. We will publicise our feedback and complaints process on our website and make it available to anyone upon request.

What is feedback?

There is no accepted definition of feedback. It is generally accepted that it is about giving information in a way that encourages the recipient to accept it, reflect on it, learn from it and make changes for the better.

Feedback – both positive and corrective – is valuable for the IHCSA as it supports us to identify the needs of our clients and stakeholders, understand any business shortcomings, increase client satisfaction and improve overall performance.

Feedback can:

• Clarify good performance
• Help develop self-assessment (reflection)
• Deliver high-quality information
• Encourage dialogue, motivational beliefs and self-esteem
• Provide opportunities to close any gaps that are identified.

What is a complaint?

A complaint is defined by the Australian/New Zealand Standard AS/NZS 10002:2014 as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.”

The following sections detail the measures we have in place to ensure the appropriate and timely handling of all feedback and complaints.

1. Complaints hierarchy
2. Feedback and complaints register
3. General feedback management
4. Online publication

How to make a complaint

If there is a complaint about an in home care educator:

1. It should be raised with the educator.
2. If the complaint is not resolved satisfactorily, it should be raised with the in home care service provider.
3. If the complaint needs to be escalated, it should be raised with the IHCSA.
4. If the complaint is still not resolved satisfactorily, it should be referred to the Department of Education by emailing inhomecare@education.gov.au.

If there is a complaint about an in home care service provider:

1. It should be raised with the in home care service provider by following the service provider’s complaints process.
2. If the complaint is not resolved satisfactorily, it should be raised with the IHCSA.
3. If the complaint is still not resolved satisfactorily, it should be referred to the Department of Education by emailing inhomecare@education.gov.au.

If there is a complaint about the In Home Care Support Agency (IHCSA):

1. It should be raised with us by following our complaints process.
2. If the complaint is not resolved satisfactorily, it should be referred to the Department of Education by emailing inhomecare@education.gov.au.

If there is a complaint about the Department of Education:

1. It can be raised by completing the feedback and enquiry form available on the department’s website at education.gov.au/feedback-and-enquiry-form
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