feedback

Pinarc values all of your feedback - positive and negative. If you would like to compliment us on our services please contact us by email admin@pinarc.org.au or by phone: 53291300.
If you would like to make a complaint, please follow our complaints procedure below:

Complaints and grievances: procedure

Objective

To ensure that:

• Service users have their grievances heard, and dealt with in a systematic way.
• Service users have their grievances resolved swiftly and have their privacy respected.
• Service users are aware of their entitlement to be represented at all stages by an advocate of their choice and that they are informed of this right when lodging a complaint.

The procedure provided supports service users in lodging:

• Appeals in relation to non acceptance into a program;
• Grievances, from a client, family or another service provider on behalf of the service user, directly related to the provision of service.

Communicating your complaint

A complaint, which may be either an appeal or grievance, may be made in person, in writing or via an advocate and can be made in languages other than English.
Pinarc can assist in providing communication support if required by you.

Pinarc encourages you to approach the person with whom you have a concern or believe to be responsible in the first instance to try to resolve your concern. If you are not comfortable to do this please ask to speak with the Team Leader of the program. You can do this by contacting reception at Pinarc on Ph: 5329 1300.

Resolving the problem

If you are unable to resolve the problem directly with the person contact should be made with the worker's direct supervisor, who will assist in attempting to resolve the problem.

If the issue is not resolved to your satisfaction you can ask to speak with the Senior Service Manager by contacting reception on phone: 5329 1300.

Next step CEO

If the complaint is unresolved please contact the Chief Executive Officer, Pinarc Support Services, Ph: 5329 1300.

Other contacts

Should the issue still not be resolved, the next approach may be to contact either:
a) The Chair of the Pinarc Board of Directors - telephone 5329 1300 and request an appointment

b) The Disability Services Commissioner - Phone: 1300 728 187, TTY 1300 726 563 or www.odsc.vic.gov.au
Response timelines and monitoring timelines

• Serious allegations will be addressed within 24 hrs.
• Initial response to a complaint will be made within 4 business days of receipt.
• The staff member responsible for managing the complaint will maintain contact with you as negotiated.
• Weekly contact will be made during investigation and resolution of a complaint until resolved.
• You will be provided with a written report of actions taken at the completion of the investigation.
• Any dissatisfaction about the resolution will be responded to within one week.

Advocate/support person

You are encouraged to have another person to support you through this process if you wish to do so.
This support could be provided by a family friend, another service provider or other person of your choice. Pinarc can provide a list of possible advocates for your information.

Complaints and grievances register

All complaints and grievances are recorded and reported to the CEO.

Pinarc is required by legislation to maintain a register of complaints and report this to the Disability Services Commissioner on an annual basis.