Complaints Policy

Purpose

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.
• https://disabilityadvocacyfinder.dss.gov.au/disability/ndap/
• Office of the Disability Services Commissioner on 1800 677 342 or complaints@odsc.vic.gov.au
• 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.
• Victorian Equal Opportunity and Human Rights Commission on 1300 292 153 or complaints@veohrc.vic.gov.au
• For ACT travellers – The ACT Ombudsman: 1300 362 072 or ombudsman.act.gov.au
• For South Australian travellers – The SA Ombudsman 08 8226 8699 or http://www.ombudsman.sa.gov.au
• For Queensland travellers –The Queensland Ombudsman: 1800 068 908 or https://www.ombudsman.qld.gov.au
• For Western Australian travellers – The WA Ombudsman 1800 068 908 or http://www.ombudsman.wa.gov.au
• For New South Wales travellers – The NSW Ombudsman: 02 9286 1000 or https://www.ombo.nsw.gov.au/

Definitions

Nil

Legislative and/or Institute Management Context

Privacy Act 1988 Disability Act 2006 https://www.humanrights.gov.au/complaint-information http://www.odsc.vic.gov.au/