City of Burnside Home and Community Care Program Service User ...

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Office of the Public AdvocateABC Building, Level 785 North East RoadCollinswood SA 5082Phone: (08) 8342 8200www.www.opa.sa.gov.auThe Public Advocate is responsible for protecting the rights of people with amental incapacity in S.A.Comments, Complaints and AppealsAll City of Burnside Home and Community Care service users have theright to comment complain and appeal. Information may be received inperson, over the telephone, by email, in writing or via Council’s websitefeedback system.The City of Burnside through its Home and Community Care Programactively encourages service users, their carers/advocates or guardians toprovide both positive and negative feedback on any aspect of servicedelivery.All complaints and appeals made by service users will be:• Dealt with fairly, promptly, confidentially and without retribution• Acknowledged, investigated with feedback provided on the progressand outcome of the complaint or appeal• Handled in a private and confidential manner• Resolved wherever possible.Service users will continue to receive a quality service independent oflodging a complaint or appeal and will not be disadvantaged in any way.1. Complaint TypeThe City of Burnside Home and Community Care Program definescomplaints as either minor or major and will treat both with the sameimportance.A minor complaint is one that can be resolved at first point of contact withall parties agreeing to the outcome.20
A major complaint is one that is not resolved at first point of contact andrequires further investigation.2. Complaint Acknowledgement and ResolutionMajor complaints will be acknowledged in writing within three businessdays. The person who has made the complaint is provided with feedbackon the progress, actions taken and any outcomes achieved.The respective Program Coordinator will endeavour to resolve thecomplaint within 21 business days.3. ComplimentsThe Home and Community Care Program staff member who receives thecompliment will:• Record it in the service user’s case notes on the electronic database.Inform the relevant Program Coordinator of the compliment, foracknowledgments4. AppealsIf a service user, their carer/advocate or guardian does not feel a decisionhas been resolved, they may lodge an appeal to the Chief Executive Officerof the City of Burnside in accordance with the City of Burnside Dealing withCustomer Complaints and Compliments Policy.The respective Program Coordinator will advise the service user, theircarer/advocate or guardian that they may be represented by an advocate oftheir choice.5. Service ImprovementThe City of Burnside Home and Community Care Program will use allfeedback to monitor and evaluate all areas of service delivery and serviceuser satisfaction.To find out more information about Compliments, Complaints and Appealscontact the Home and Community Care Program staff for a copy of therelevant policies.21
Page 1 and 2: City of BurnsideHome and Community
Page 3 and 4: WelcomeThe City of Burnside through
Page 5 and 6: Contents (Cont'd)Policies..........
Page 7 and 8: Within the program the assessment p
Page 9 and 10: This Charter has been developed wit
Page 11 and 12: My RightsTo access/amend mypersonal
Page 13 and 14: Rights Specific to CarersCarers are
Page 15 and 16: Privacy, Confidentiality and Access
Page 17 and 18: An advocate may be a relative, frie
Page 19: MALSSA IncShop 4, 80 Henley Beach R
Page 23 and 24: Aged Rights Advocacy Service (ARAS)
Page 25 and 26: Office for the AgeingLevel 4SW Rive
Page 27 and 28: My Important ContactsCity of Burnsi
Page 29 and 30: Useful City of Burnside ContactsBui
Page 31 and 32: (Office Hours Monday to Friday 8:30

City of Burnside Home and Community Care Program Service User ...

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