COMPLAINTS AND CONCERNS
Please note: There is a complaint/feedback form available for download at the bottom of this page
As a way of improving our services to the community, Hastings Macleay Community Transport welcomes all feedback. We would like to hear from you should you have any complaints regarding the service you are receiving or any suggestions you would like to make to improve services provided by Hastings Macleay Community Transport.
As a Service User, you have the right to complain about the service you are receiving without fear of retribution and you will continue to receive uncompromised services whilst your complaint is dealt with in a fair, prompt, confidential and timely manner.
Hastings Macleay Community Transport will resolve all complaints in a confidential manner amongst team members and other individuals directly concerned with its resolution. However, there may be some instances where it will be necessary to provide information to a third party.
In order to satisfactorily resolve a complaint, please be rest assured that your permission will be obtained prior to any information being given to other parties whom it may be desirable to involve. In some instances there is a legal requirement and/or duty of care to disclose information to an external body, e.g. if harm to self or others seems likely or if there are legal implications inherent in the complaint.
You have the right to use an advocate (family member, friend or advocacy service) and we can assist with finding someone to represent you if needed.
In the first instance, clients are encouraged to raise their complaint with the team member or supervisor responsible for delivering the service concerned.
Clients may use an advocate to negotiate on their behalf.
If the client is not happy to discuss the issue with the team member or supervisor responsible for delivering the service concerned, they or their advocate may contact the Operations Manager by phone on 6583 8644 or in writing, PO Box 1796, Port Macquarie, NSW 2444 or via email at firstname.lastname@example.org
If the complaint is about the Operations Manager, the complainant may choose to go directly to the CEO or Chairperson of the Board of Management by phone on 6583 8644 or in writing, PO Box 1796, Port Macquarie, NSW 2444 or via email at email@example.com
NB If you are not happy with complaint process you may contact the Aged Care Complaints Scheme on 1800 550 552 or the NSW Ombudsman
On 1800 451 524.
After raising your complaint, you will be contacted within one week to acknowledge the complaint and outline time frames for investigation and resolution.
While we aim to resolve complaints as quickly as possible, if your complaint cannot be resolved within one month you will be provided with a progress reports.
At the end of this process, the final outcome will be discussed with you and we will ask for feedback as to your satisfaction with the resolution and any improvement to the overall process you may be able to suggest.
You have the right to appeal any decision(s) made.
If the matter is not resolved to your satisfaction, you may raise the issue with the Chairperson of the Board of Management by way of phone conversation or written letter if you prefer. To arrange this, phone 6583 8644 or write to The Chairperson of the Board of Management PO Box 1796, Port Macquarie, NSW 2444. Please mark the envelope CONFIDENTIAL.
If further action is required, you may wish to contact the:
Aged Care Complaints Scheme- Department of Social Services:
The scheme provides a free service for anyone to raise their concerns about the quality of care or services being delivered to people receiving aged care services subsidised by the Australian Government.
Please note: All 1800 numbers are free calls from fixed lines; calls from mobiles may be charged.
Phone: 1800 550 552
Mail: PO Box 7576, Canberra Business Centre, ACT, 2610
Clients may also contact the Aged Care Commissioner:
Phone: 1800 500 290
Fax: (02) 6204 5293
Department of Social Services-Ageing and Aged Care:
Phone: 1800 634 035
Fax: (02) 6133 8442
Mail: PO Box 7576 Canberra Business Centre ACT 2610
Provide Feedback to the Department of Social Services-Ageing and Aged Care
Contact the NSW Ombudsman
Phone: 1800 451 524
Special Needs Contact Information
If you are deaf or have a hearing or speech impairment, you may contact them through the National Relay Service or for vision impairment through Vision Australia:
Phone: TTY and Speak and Listen users: phone 1800 555 667 then ask for 1800 550 552
People with Disabilities may choose to contact the Ombudsman NSW:
Phone: 1800 451 524
Non English speaking persons
Phone: Translating and Interpreter Service (TIS) on 131 450
Phone: TTY users phone 133 677 then ask for 02 9286 1000