Quirky Kid provides aims to provide a high quality of service and to constantly improve. We value all feedback, including complaints to evaluate and improve the services we offer. This policy sets out how you can make a complaint and have your concerns addressed.
- We will review this policy and our services regularly.
- Our staff can assist you during the complaint process
- Resolving the Matter
Complaints at this level usually involve simple misunderstandings or provide an opportunity for a grievance to be heard. They should be dealt with informally by their Psychologist.
- Referral to the Practice Manager
If we can't resolve your complaint at the first level the matter will be referred to the Practice Manager. The role of the Practice Manager is to:
- help staff and people making a complaint in the complaints-handling process
- maintain a register of complaints received
- maintain and review our complaints-handling framework
- The Practice Manager will tell our Director/Principal Psychologist of the receipt and outcome of formal complaints. If referring a complaint to the Practice Manager would lead to a conflict of interest, the matter will be referred to the Director/Principal Psychologist, who may appoint another person to address the complaint.
- External Review
- mediation and arbitration
- the Commonwealth Ombudsman
- Australian Psychological Society
- Australian Health Practitioner Regulation Agency (AHPRA)
We will acknowledge your complaint and tell you the process we will follow, we will also give you the contact details of the person who will be handling your complaint.
We will determine the nature of your complaint and the best way to handle it.
- Investigation (If needed)
Simple and straight forward complaints can often be resolved on the first contact. If this isn't possible and the complaint is referred to the Practice Manager, we will investigate to make sure that we have all the relevant information. This could include interviewing you and the staff member(s) involved and clearing up any misunderstandings, or seeking any legal advice.
Once we have finished any investigation and made a decision or findings we will tell you what the outcome is and explain how it came about. We will also tell you what your options are to have our findings reviewed or to pursue your complaint externally.
If we receive a complaint that highlights a systemic problem that we have, we will use the feedback we receive to review our policies and procedures and will make some changes if we think we can improve.
You can make a complaint by emailing firstname.lastname@example.org