COMPLAINTS AND FEEDBACK
APPRECIATION OR SUGGESTIONS
Do you want to tell us about a good experience you had with one of our services or someone who works here?
Do you have some suggestions about areas for improvement or things that are missing?
COMPLAINTS AND CONCERNS
Do you have a complaint or concern about one of our services? You can make a complaint if you think we:
* didn’t comply with law or guidelines;
* didn’t meet appropriate standards of care;
* put someone's safety at risk;
* or did something which was unhelpful or upsetting to you or someone you know.
If you're not sure, call us on 02 6230 6999 (office hours) or email to firstname.lastname@example.org.
We’d like to hear from you. We're always looking for ways to do better, and complaints are just as important as appreciation in helping us improve our services. If we could have done something better, your comments are important to us.
And you don't have to give your name.
If you don't want to use this web form
you can contact us:
• DIRECTLY - call 6230 6999 or visit our office (3.01 Griffin Centre, 20 Genge Street, Civic) to speak to the person you want - the worker or their supervisor, or the Senior Manager.
• IN WRITING:
- write a note or complete a paper form at the EveryMan office, and put it in the COMPLAINTS AND FEEDBACK box
- ask the office for a worker's email address
- write a letter to us at GPO Box 1753 ACT 2601
WRITING TO THE BOARD OF DIRECTORS
If you prefer, write directly to EveryMan's Board - make sure to address your letter like this:
CONFIDENTIAL – OPEN ADDRESSEE ONLY
Board of Directors,
EveryMan Australia Inc
GPO Box 1753
CANBERRA ACT 2601
Please note: if you don't mark your letter 'Confidential' it will be read by the Executive Director.
Don't forget to click on the SUBMIT button at the end.
Who are you contacting us about?
An EveryMan staff member
An EveryMan client
COMPLETING FORM FOR SOMEONE ELSE
Are you completing this form for someone else?
If yes, what's their name?
Why are you completing this form and not them?
Does the other person know you're completing this form?
Which EM staff will see this report or be told of its contents?
When we receive a complaint about a staff member, we usually inform them about it as part of taking action to improve services or stop inappropriate behaviour from occurring again.
We also do this because as employers, we need to observe principles of natural justice and give them a chance to give their version of events.
If a program needs to make changes to the way it does things as a result of your complaint, a small number of management or program staff may need to know what you've said, if that's needed to address specific issues.
If you don't want that to happen, please let us know when you submit your complaint. If you don't want to have a specific person know about your complaint, please let us know.
You can also tell us you don't want us to do anything directly with your complaint, if you're worried that the other person might guess that you've contacted us if we raise the issues you're concerned about.
Restrictions on who we can tell may limit what we can do to take action to address your concerns, but we will do what we can.
Were you advised EM staff will read this report?
Is there anyone you don't want to read what you tell us?
This includes this report, and any emails or text messages you send us.
Do you want us to act on your complaint?
Would you like someone to call you to talk about any privacy concerns you may have? Who would that be?
YOUR DETAILS (optional)
You don't have to give us any personal information about you in this section, but we do need some details if you want to be contacted.
Your mobile number
Please separate number into parts, e.g. 0400 222 333
Your landline number
Please separate number into parts, e.g. 6200 2222
Your email address
What happened that you'd like to tell us about?
We'll start with things like the date and time, where it happened, and who was there, then you can tell us what actually happened.
When was it?
If it was a specific event, your best guess is ok.
Where did it happen?
Who was there?
What actually happened, who said what, who did what, your reactions, what you think about it now.
If you're making a complaint
What are three main things you'd like to point out - if you haven't already mentioned them in what you've just written.
What would you like to see happen?
Would you like us to contact you and let you know what we're doing with your complaint or feedback?
Yes - by phone
Yes - by email
Would you like us to contact you in another way?
Who would you prefer to contact you?
If you said no
please let us know why.
Suggestions for improvement
Do you have any comments or suggestions about improving this form or our complaints procedures?
Don't forget to click on the SUBMIT button.
Send me a copy of my responses
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