Complaints Policy
At Happy Valley Home Care, we are committed to providing high-quality care services. This policy outlines our process for handling complaints, in accordance with Australian law and best practices for complaints handling in Aged Care. We are also committed to principles of open disclosure and transparency in our complaints handling process.
We value feedback, both positive and negative, as it helps us improve our services and ensure the well-being of our clients. Thank you for taking the time to raise your concerns and help us grow and improve as an organisation and as people who care.
Making a Complaint
You can make a complaint about any aspect of our service, including but not limited to:
- Quality of Care & Staff Conduct
- Delivery of Services & Visits
- Safety Issues & Concerns
- Communication
- Billing / Invoicing
- Policies and Procedures
Complaints can be made verbally or in writing. We encourage you to provide as much detail as possible, including dates, times, names of individuals involved, and a clear description of the issue.
How to Make a Complaint
You can contact us through the following channels:
Contact Person: Lauren Croiset, Head of Growth & Community
Phone: 0434 444 708
Email: lauren@happyvalleyhomecare.com.au
Mail: 2/50 Main St, Croydon VIC 3136
Acknowledgement
We will acknowledge receipt of your complaint within 2 business days of receipt. We take all complaints very seriously; therefore, a further response may take longer to provide as we work through our internal complaint process; we appreciate your patience and your time.
We are committed to upholding strictly high levels of confidentiality and privacy, therefore, transparently, your complaint will only be shared with Executive Management and relevant stakeholders only if relevant and necessary throughout the complaints handling process.
Assessment
We will assess your complaint in detail and determine the appropriate course of action to progress to a resolution. This may involve further fact-finding by gathering additional information from you, staff members, or other relevant parties.
Investigation
We will investigate your complaint thoroughly and impartially by checking the following items: timelines, stakeholder version of events, data and information held in our secured systems, etc, and may also be required to conduct site visits, take or review photographs, video and CCTV and other such items to determine the clear facts of the issue raised. We aim to complete our investigation within 20 business days. If the investigation is expected to take longer, we will notify you, via phone call or email, of the reason for the delay and provide a new estimated completion date.
Resolution
We will inform you of the outcome of our investigation once we feel we can confidently address your complaint. Our next steps will be to provide you with our findings and offer any actions we will take to address your complaint. We are committed to ensuring that both you and Happy Valley Home Care close the complaint in a satisfactory manner for both parties. That means that we will do our best to work with you to ensure the complaint is fully resolved.
Our values include conducting understanding and reasonable conversations that are fair, just and respectful of both parties.
Record Keeping
We will maintain accurate records of all complaints received and the actions taken to resolve them. All information will be stored securely on within our secured digital filing systems.
Confidentiality
We understand the sensitive nature of complaints and are committed to maintaining the confidentiality of all information you provide. All complaints will be treated with the utmost discretion. Information you provide, including your identity, the nature of your complaint, and any related documentation, will only be shared with individuals directly involved in the investigation and resolution of the complaint. These individuals are also bound by confidentiality obligations. We will not disclose your information to any other parties without your express consent, unless required by law. We will store complaint records securely and access to these records will be restricted to authorised personnel only.
Open Disclosure
We are committed to open disclosure, meaning we will be open, transparent and honest in our communication with you about the complaint process and the outcomes of our investigation and the resolution. We will provide you with clear and concise information, and we will not withhold any relevant information unless there are legal or ethical reasons to do so. This includes acknowledging when things have gone wrong and providing an apology where appropriate. Our commitment to you and the Aged Care industry is to always maintain professionalism, while also being understanding, empathetic and patient to listen and truly see and hear you and your concerns.
Transparency
We will make information about our complaints handling process readily available to you, including this policy. We will also monitor and evaluate our complaints handling process to ensure it is fair, effective, and accessible.
Your Rights
· You have the right to make a complaint without fear of reprisal or your safety.
· You have the right to be treated with respect, dignity and courtesy throughout the complaints process and thereafter.
· You have the right to be informed of the progress and outcome of your complaint.
· You have the right to escalate your complaint if you are not satisfied with the outcome.
Escalation of Complaints
If you are not satisfied with the outcome of our internal complaints process, you can escalate your complaint to the following external organisations:
Aged Care Quality and Safety Commission (ACQSC)
The ACQSC is the national regulator for aged care services. They investigate complaints about the quality and safety of aged care services.
1800 951 822
https://www.agedcarequality.gov.au/
Victorian Ombudsman
The Ombudsman can investigate complaints about administrative actions taken by government agencies, including aged care providers.
1800 806 314
https://www.ombudsman.vic.gov.au/complaints/
NSW Ombudsman
The Ombudsman can investigate complaints about administrative actions taken by government agencies, including aged care providers.
1800 451 524
The Royal Commission into Aged Care Quality and Safety
These resources may be helpful in understanding your rights and options.
https://www.royalcommission.gov.au/aged-care
Independent Advocacy Services
You may also wish to contact an independent advocacy service for assistance with making a complaint or navigating the Aged Care system. Below are local and national advocacy services available:
OPAN
Advocacy for older people. We provide free, independent and confidential support to older people receiving government-funded aged care.
1800 700 600
Seniors Rights Victoria
Provides information, community legal service and support for those concerned about elder abuse.
1300 368 821
Elder Rights Advocacy
Provide information, advocacy, and social support to people seeking access to or using residential or in-home aged care services.
1800 700 600
COTA Victoria
The leading not-for-profit organisation representing the interests and rights of people aged 50+ in Victoria.
1300 135 090
COTA NSW
Works with older people in NSW to advocate on their concerns and needs and make sure their voices are heard.
1800 449 102
Policy Review
This policy will be reviewed regularly to ensure it remains current and effective and in line with relevant state and federal laws and regulations.
Contact Us
If you have any questions about this policy or the complaints process, please do not hesitate to contact us on 03 8740 3236 between Monday to Friday, 9am to 5pm.