1. Purpose
Carer Escapes values the feedback of carers, partners, supporters, and the community. We are committed to providing high-quality, accessible, and responsive services. Feedback, including complaints and compliments-helps us improve our programs, strengthen relationships, and ensure accountability.
2. Scope
This policy applies to all feedback and complaints about Carer Escapes’ services, staff, volunteers, contractors, and operations, except for allegations of fraud or serious misconduct, which are managed under separate policies.
3. Guiding Principles
- Accessibility:
We make it easy for anyone to provide feedback or make a complaint, including through our website, email, phone, or in person. Information about how to provide feedback or make a complaint is clearly available and support is offered if needed. - Respect and Fairness:
All feedback and complaints are taken seriously and handled with respect, impartiality, and confidentiality. No person will be disadvantaged for making a complaint. - Responsiveness:
We aim to acknowledge all complaints within 7 business days and resolve them within 14 business days, or as soon as practicable. - Transparency:
We provide clear information about our process, keep complainants informed, and explain decisions and outcomes. - Continuous Improvement:
We use feedback and complaints to identify trends, inform training, and improve our services and systems.
4. How to Provide Feedback or Make a Complaint
You can provide feedback, compliments, or complaints in any of the following ways:
- Online: Via our Complaints & Compliments page or Contact Us form on our website
- Email: [email protected]
- Phone: 1800
- In person or in writing: At any Carer Escapes event or by post to physical address of your support service (if you are a carer).
Anonymous complaints are accepted, but our ability to investigate may be limited.
If you need support (e.g., interpreter, advocate, alternate format), please let us know and we will assist.
5. Complaints Handling Procedure
- Receipt:
All complaints are acknowledged within 7 business days. - Assessment:
Complaints are assessed and, where possible, resolved informally and promptly. Serious matters are escalated to management or the Board as appropriate. - Investigation:
Where needed, a fair and impartial investigation is conducted. All parties are treated with dignity and respect, and privacy is maintained. - Outcome:
Complainants are informed of the outcome and reasons for decisions. Where appropriate, options for review or appeal are provided. - Review:
If dissatisfied, you may request an internal review or escalate to an external body such as the ACNC.
6. Confidentiality and Privacy
All complaints and feedback are handled confidentially in line with our Privacy Policy. Personal information is only shared with those involved in resolving the issue.
7. Reporting and Continuous Improvement
Complaints and feedback are recorded and reviewed regularly by management and the Board to identify trends and opportunities for improvement. Summary data (not identifying individuals) may be included in annual reports.
8. External Review
If you are not satisfied with our response, you may contact an external body, such as:
- The Australian Charities and Not-for-profits Commission (ACNC): www.acnc.gov.au
9. Policy Review
This policy is reviewed at least every two years and updated as needed to ensure ongoing compliance and effectiveness.
Date adopted: May 5, 2025
Next review date: May 5, 2026
For more information or to provide feedback, visit our Complaints & Compliments page or contact us at [email protected].