This policy sets out the responsibility of Leisure Options to:
Recognise, promote and protect the client’s right to complain about any dealings with the company
Ensure an accessible and well published complaints process is in place
Recognise the need to be fair to both the complainant and the organisation or person complained about
Provide a mechanism for responding to complaints in a timely and courteous manner
Determine and implement remedies
Record, assess and review complaints on a regular basis to ensure responsiveness and on-going commitment to service improvement
Procedure
Complaints can be made:
By letter – either through mail, fax or email
Verbally – either in person or via phone
Through comments and feedback on surveys or feedback forms
Complainants may be members of the general public, travellers, their family members or carers, service providers, businesses or community organisations or anyone who is unhappy about any service provided.
Steps in making a complaint
1. Complaints whilst on Holiday
Many complaints can be fixed by speaking with your staff member or Key Leader of the holiday. The staff will want to fix the problem quickly and happily to ensure everyone enjoys a fun holiday. Tell your staff member or Key Leader about the problem as soon as possible. The sooner they know about the problem, the sooner they can try to fix it.
2. Other complaints
Contact the Leisure Options office and forward the complaint in writing. Please let the office know of the problem as soon as possible. The sooner they know about the problem, the sooner they can try to fix it.
3. Make the problem clear
Explain the problem as clearly as you can.
Try to include:
What happened
When it happened
Any paperwork or photographs
How you think the problem can be fixed
All information will be treated confidentially and in line with the Disability Act 2006.
4. What will Leisure Options do?
Listen to your complaint
Gather relevant information and talk to all people involved
Help you get answers to your questions
Try to resolve the problem
Deal with your problem in a timely and professional manner as quickly as possible
Keep you up-to-date on how your problem is being dealt with and provide regular feedback to all involved
Let you know of other people you can contact who can help you with your problem
Strive to provide a mutually satisfactory resolution to the problem
All complaints received are submitted annually to the Disability Services Commissioner for review
5. Other people that can help you
NDIS Commission by phoning: 1800 035 544 (free call from landlines) or TTY 133 677.
Interpreters can be arranged.
Victorian Disability Advocacy Program on 1300 880 043 or disabilityadvocacy@dhhs.vic.gov.au
Disability advocacy is available to people with a disability if they need it. Family or carers might also request advocacy support.
