We are committed to giving you high quality services to meet your needs.
To do this properly we need your help. If you are not happy with our services or the way in which they are provided, please let us know so we can investigate and, if necessary, solve the problem. The process outlined below has been established so your complaint is heard, dealt with fairly and quickly, and your customer rights are upheld.
We also appreciate your positive feedback because it reinforces the good work of our staff.
What is a Complaint?
A complaint is an expression of dissatisfaction with a service provided by Healthway, its staff or how a complaint has been handled.
A separate process is in place for requesting a review of funding decisions.
Healthway applies the following principles
- Customer focus – Healthway is committed to effective complaints handling and values feedback. This commitment is held by all staff.
- Fairness – recognise the need to be fair and equitable
- Resources – provide adequate resources with sufficient levels of delegated authority to ensure complaints received are addressed and concluded in a timely manner
- Visibility – the complaints handling process is publicised to all customers
- Access – ensure the complaint process is available to all customers
- Responsiveness – deal with complaints quickly, treat complainants with courtesy and wherever possible resolve complaints at the first point of contact
- Assistance – provide assistance for complainants in the formulation and lodgment of complaints if requested
- Confidentiality – Staff handling complaints are aware that personal information related to complaints must be kept confidential.
- Accountability – complaints and responses are monitored and reported to management and as required, recommended decisions are internally reviewed prior to finalisation.
- Continuous Improvement – regularly review the complaints handling process to ensure it operates efficiently and effectively.
- Review – there are opportunities for internal and external review and/or appeal about Healthway’s response to the complaint
Rights of complainants
Fairness – complainants have rights to:
- be heard
- know whether Healthway’s relevant service guidelines have been followed
- provide and request all relevant material to support the complaint
- be informed of the criteria and processes, including the avenues for further review, applied by Healthway in dealing with complaints
- be informed of Healthway’s decision and the reasons for that decision
- know that the complaint is being reviewed independently, if considered necessary
- confidentiality, if requested.
Responsiveness – complainants shall be:
- advised how long it will take to deal with the complaint (by agreement where possible)
- kept informed of progress by telephone advice, correspondence or interview.
Lodgment of Complaints
Letter or telephone call?
A telephone call may be sufficient and quicker if you are complaining about an issue that is relatively simple or easily resolved.
We suggest you follow these steps:
- before calling, make notes about what you would like to discuss. You can use these notes to keep track of the points you make during your phone call;
- tell the person about your concerns, making it clear that you are seeking a resolution to your concerns and not simply providing feedback;
- ask if the person you are speaking to can help. If they can’t, ask to be referred to an appropriate person;
- if the person is unable to resolve your concerns ask them who you can address a written complaint to.
Putting your complaint in writing
If you decide to write, send your make it clear in your letter that you are seeking a resolution of your concerns and not simply providing feedback.
Your letter should be clear and to the point. Summarise in a couple of sentences exactly what your complaint is about. Stick to the facts and don’t go into excessive detail. Your letter should include:
- relevant dates, places and times;
- a description of the incident or problem;
- details of any phone conversations and meetings;
- any explanations you think are important or relevant; and
- copies of relevant documents.
If you have difficulty expressing yourself, ask Healthway for help or contact WA Council of Social Services
Where to make a complaint
Make a complaint, comment or provide feedback by telephone, email, written letter or in person.
Complaints to the Ombudsman
Where a complainant does not accept a resolution offered by Healthway (and wishes to pursue the matter) that person shall be advised that they have a right, and may lodge a complaint with the Ombudsman (in accordance with the Ombudsman’s specific requirements).