Our Feedback and Complaints policy

What are we doing well? What could we be doing better?

At UFVRA – Australia, we appreciate your feedback and are always willing to take any comments on-board.

 

We provides an accessible, confidential and fair transparent system for clients/participants and/or their representatives to provide positive and negative feedback about the care and services they receive

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We clarify the roles and responsibilities of staff to ensure complaints are handled fairly and objectively

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We effectively manage complaints and issues identified, setting out how staff record and analyse complaint data

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• We respond appropriately to feedback received formally, informally, written or verbal in a timely manner.

• We identify barriers that make it difficult for clients to raise issues and create a culture that welcomes and supports them – this may include:

• Literacy and language skills

• Cultural and linguistic background

• Physical, mental, cognitive and sensory abilities

We use feedback data to improve the quality of care and services to lead to better outcomes in the organization.