Client Feedback

Harbour Refuge and Support Services (HRSS) is committed to service excellence.

We understand that from time to time, despite our best intentions we may fail to provide a service that meets with client expectations and we therefore welcome client feedback regarding the quality of service provided.

Dissatisfied feedback about our services is considered a complaint.

We believe that every client is entitled to be provided with a quality service and each client will be informed of the Client Feedback Procedure.

It is every client’s right to have a complaint:

• respectfully heard
• for the issue to be investigated and addressed as appropriate
• to have action taken in a timely manner by HRSS
• to be informed of the outcome.

Staff are empowered to handle client service complaints in accordance with the approved procedure. Any unresolved complaints are to be passed on to the CEO for review.

Any complaints of a serious nature will be immediately passed to the CEO and complaints about the CEO are managed by the Board.

The procedure for responding to client complaints is set out below.

Procedure

In situations where safety and security is deemed to have been breached complaints are to be treated as Critical Incidents. These issues require immediate attention and will be referred immediately to the CEO.

Copies of the Client Feedback Procedure are provided to all Harbour clients as a part of the intake pack. Clients may provide their complaint in the following ways:

• Using a Harbour complaint form
• Discussing their feedback/complaint with their case worker or, if the complaint is about the case worker, then their manager
• Placing their feedback in one of our Suggestion Boxes
• Completing our feedback survey on paper or electronically

If the client is not happy with the outcome or not happy to discuss the issue with the staff member concerned the client will be encouraged to contact the Crisis Accommodation Manager. In the case of the complaint being in relation to the Crisis Accommodation Manager the CEO may be contacted.

Complaints will usually be responded to within 24 hours however if an investigation is to occur the client will be updated on an outcome when known.

Should the client be dissatisfied with the outcome they have the right of appeal to the CEO. Should this outcome be unsatisfactory or where the complaint relates to the CEO the client may contact the Board Chairperson on Chairperson@harbour.org.au.