About Compliments, Complaints and Feedback

At Richmond Futures, we recognise the value of feedback. We actively seek input from the people we support and other stakeholders. We encourage individuals to express issues of concern and share any praise or suggestions.

All feedback, regardless of nature, will be recorded and analysed for opportunities to improve services and to implement best practice.

We treat all complaints seriously, acknowledging the power imbalance that often exists between the complainant and the organisation they are making the complaint about.

We ensure that all complaints are treated impartially, confidentially and with transparency.

We are committed to:

  • Fostering a service culture that encourages open and honest communication
  • Viewing complaints, compliments and feedback as an opportunity to strengthen our operations and identify best practice strategies
  • Protecting the right of clients and stakeholders to make complaints in a nonjudgmental way
  • Ensuring complainants understand that their opinion is valued and their concerns are taken seriously

 

Our Complaints Process

All complaints and relevant information are recorded in the Complaints & Compliments Register. This includes:

  • Where the complaint has come from
  • Who is involved in the complaint
  • Any issues identified
  • Any actions taken
  • Relevant dates including when the complaint was received, when any issues have been resolved, and when the complainant is notified of any outcomes
  • How the complainant has been involved in the process
  • If the complainant is satisfied with the outcome
  • If any further actions are required and if the complaint has been referred to the Continuous Improvement Register

To ensure the Complaints, Compliments and Feedback process is as transparent as possible, we:

  • Provide information about our complaints handling process
  • Provide a variety of ways for complaints, compliments and feedback to be made
  • Respond to all complaints within a reasonable timeframe
  • Ensure complainants are listened to, treated with respect and involved in the complaints process where possible and appropriate
  • Provide reasons for our decision/s and any options for review
  • Take all reasonable steps to ensure that people making complaints are not adversely affected because of a complaint that has been made by them or on their behalf

 

For more information on our compliments, complaints and feedback process, download a copy of our brochure or our easy-read guide:
We Value Your Feedback Brochure – PDF
How to Complain or Give Feedback – PDF