DEALING WITH COMPLAINTS
DO I HAVE A RIGHT TO COMPLAIN ABOUT A PERSON WHO WORKS FOR BANNISTER IN HOME CARE?
1. Yes. You always have the right to expect the best possible standard of service from Bannister In Home Care. Bannister In Home Care will treat any concern or complaint as a serious issue.
2. No matter what happens, Bannister In Home Care staff members are not allowed to yell, swear at you, use your personal property without your permission, hit you or hurt you in any way. Bannister In Home Care staff members are not to touch you in any way that may hurt you or make you feel uncomfortable. If they do, you should lodge a complaint.
WHO CAN MAKE A COMPLAINT?
1. You as a service user can make a complaint if you are not happy with a staff member or the services offered by Bannister In Home Care.
2. There are a number of people who may be able to raise a concern or make a complaint on your behalf. These could include:
Your advocate.
A family member.
A close friend.
Your support worker or Manager.
A person you know and trust.
WHAT SHOULD I DO IF I HAVE A COMPLAINT ABOUT A PERSON WHO WORKS FOR BANNISTER IN HOME CARE OR ABOUT THE SERVICE I RECEIVE?
1. The first thing to do is tell a Bannister In Home Care staff member that that you are not happy and tell them what it is you are not happy about.
2. If you feel that you are not able to talk about your problem with the staff members that are directly assisting you, you can ring and talk to the Service Manager, or ask your family or advocate for help. Your advocate or family member can contact the Service Manager and help you put your complaint in writing. You should then send your letter to the Service Manager.
3. If you do not have family or an advocate, Bannister In Home Care will assist you to find an independent external agency that will be able to help. If you need an interpreter or translator, Bannister In Home Care can ensure that you have access to an independent service.
WHAT WILL BANNISTER IN HOME CARE DO WITH THE COMPLAINT?
1. Once a complaint has been received a staff member at Bannister In Home Care will be appointed to investigate and find a resolution to the complaint. The Service Manager will write a letter to you to let you know that the complaint has been received. This letter will give you a date by which Bannister In Home Care expects to have the complaint resolved.
2. The complaint will then be investigated and you will consulted about what how you expect the problem will be fixed. Bannister In Home Care will try to meet your expectations wherever possible and will make a plan to resolve the complaint. You will be able to tell Bannister In Home Care what you are feeling the plan. You can let Bannister In Home Care know if you are happy, or if you no longer have a complaint or that you are not satisfied with the outcome.
WHAT WILL I DO IF I THINK THE COMPLAINT HAS NOT BEEN HANDLED PROPERLY?
1. If you are not happy with the response from Bannister In Home Care about your complaint, you can speak with a Bannister In Home Care Board Member who will try to help resolve the complaint to meet your expectations.
2. If you are not happy with the response from Bannister In Home Care Board Member, you can speak to another agency such as the NSW Ombudsman who will help you.