My Voice welcomes all feedback, including complaints, from clients, their families and advocates and the wider community. We will handle your complaint fairly, openly and as quickly as possible and will respect your privacy during the process.
If you make a complaint, we have a legal obligation to ensure you are protected from retribution and you will not lose our services or be disadvantaged in any way when dealing with us. Rather, we value your feedback to help us to provide a better service. Your views are very important to us.
Reasons for the policy
My Voice wishes to be accountable to those who deal with us and wishes to ensure services are provided at the highest possible standard. We want to ensure all complaints are dealt with in a timely, impartial and objective way.
We have developed this Complaints Policy to be in line with the requirements of the Community Services (Complaints Reviews and Monitoring) Act 1993, (CS-CRAMA) and the Australian Standard for customer satisfaction – Guidelines for complaints handling in organisations (AS ISO 10002–2006). We have been guided by the Universal Declaration of Human Rights, the Convention on the Rights of Persons with Disabilities and the Disability Discrimination Act 1992.
What complaints are covered by this policy?
If we receive any expression of dissatisfaction, either written or verbal, made by or on behalf of someone dealing with My Voice, it will be dealt with as a complaint under this policy. A complaint may be about, for example:
There are some complaints My Voice may not be able to resolve directly with you, such as legal matters. We will advise you if your complaint falls into this category and do our best to direct you to where to make your complaint.
My Voice wishes to create a safe environment for you to make a complaint. As such, only the people directly involved in making, investigating or resolving your complaint will have access to information about it.
How to make a complaint
Complaints are accepted in person, in writing, by email, via Skype or in any other format that suits your needs. You can find the My Voice Feedback and Complaints page HERE, or find direct contact details for My Voice HERE.
Assistance to make a complaint
You are welcome to have a support person or advocate assist you, or represent you, when making a complaint.
If you are comfortable to do so, contact the person or people at My Voice involved in your complaint by your preferred method. We will make every effort to understand and respond to your complaint as quickly as possible. We will support your participation in the complaint handling process by offering and using any supports you prefer, communicating in the way you prefer, and by keeping you informed at all times on the progress of your complaint. We will work you to identify your desired goal through open communication.
My Voice aims to resolve all complaints at this level within 4 days of receiving it.
If your complaint was not resolved at Step 1, you may speak to the Director of your choosing, either Deborah Frith or Robert Zoa Manga. Please make your request using one of the following contact methods:
The Director you have chosen to contact will listen to or read your complaint and will make every effort to resolve it promptly with you. If this is not possible, they will let you know the next step to be taken with your complaint and keep you updated on the progress and timeframes for getting back to you. The Director you have contacted may ask you for more information relating to your complaint or may suggest alternative dispute resolution (ADR) as an option to help arrive at a resolution for your complaint.
My Voice aims to resolve all complaints at this level within 14 days of receiving it, however if alternative dispute resolution is used, this timeframe may extend.
If you are not happy with the process or result of your complaint at any point during the complaint process, you have the right to take your complaint to an external agency for review. You have a right to make a complaint to the Ombudsman relating to the provision of a service by a service provider under the Community Services (Complaints, Review and Monitoring) Act 1993 (NSW). You may also contact any of the following national complaint handling organisations: