Our Commitment to Feedback and Complaints
At Hearts of Gold Support, we are committed to delivering high-quality support services. We view feedback, complaints, and suggestions as valuable opportunities to improve our services. We ensure that all complaints are handled fairly, efficiently, confidentially, and without fear of retribution or negative impact on your services.
Who Can Make a Complaint?
Anyone who receives our services, their family members, advocates, legal guardians, support workers, or members of the public can make a complaint or raise a concern. We welcome input from all stakeholders to ensure our standards remain high.
How to Submit a Complaint
If you have a concern or wish to lodge a complaint, you can do so through any of the following channels:
- In Person: Speak directly with any of our support workers or management team members.
- By Phone: Call our office using the contact numbers listed on our website.
- By Email: Send a written description of your concern to our official email address.
- Via Website: Use our online contact form to submit your feedback or complaint details.
Our Complaints Resolution Process
We handle all complaints through a structured, transparent process:
- Acknowledgement: We will acknowledge receipt of your complaint within 1 to 2 business days.
- Review and Investigation: We will review the facts objectively, maintaining confidentiality and keeping you informed of our progress.
- Resolution Proposal: We aim to resolve complaints as quickly as possible and will propose a fair resolution or action plan.
- Continuous Improvement: Findings from complaints are reviewed by management to update our internal policies and prevent recurring issues.
Support and Advocacy
You have the right to involve an independent advocate, family member, or support person to assist you through any stage of the complaints process. If you need assistance finding an independent advocacy service, our team can help point you in the right direction.
External Escalation and Resolution
If you feel your complaint has not been resolved satisfactorily through our internal process, or if you prefer to raise the matter with an external body, you have the right to contact relevant regulatory authorities. For NDIS participants, this includes:
- The NDIS Quality and Safeguards Commission: You can contact them via phone on 1800 035 544 or visit their website to lodge an external complaint.
- State Ombudsman Offices: Depending on your location, relevant state bodies can also assist with consumer and service grievances.
Contact Us
If you would like to raise a concern or discuss a complaint confidentially, please reach out to our administration team using the contact details provided on our website.
