Complaints Handling Procedure

Guidance for those making a complaint 

Complaints are an important part of improving our products and services. We always take complaints seriously and will investigate them appropriately. Please consider the impact and consequence of initiating vexatious, frivolous or malicious complaints.

Who can make a complaint?

Anyone can make a complaint to Smiling Mind about our products, services or any other aspect of our business. You may make a complaint on behalf of yourself or someone else.

Complaints that are received anonymously will be accepted and investigated as far as possible, with the information that is available.

Please consider whether you are providing general feedback about our products or some other aspect of our business (i.e. suggestions for improvement or compliments), or making a genuine complaint. If you wish to provide us with feedback, you can instead contact us at info@smilingmind.com.au. 

How does Smiling Mind handle complaints?

We follow a multi-step process in handling complaints.

1.   Frontline resolution: our staff receive the complaint, assess it, and resolve it immediately, if possible

2.   Investigation: if frontline staff are unable to resolve the complaint, they will refer it to a senior team member for investigation

3.   Access to external review: if the complainant is aggrieved with the process or outcome of the internal review, we inform them of any available external review options.

If the complaint involves a person or group within Smiling Mind, that person or group will not be responsible for handling the complaint process. Another person within Smiling Mind will handle the complaint, or an independent party may be called upon.

Who do I make a complaint to?

Complaints can be submitted by letter or email to the Complaints Officer, via info@smilingmind.com.au or use this online form. If you need assistance in making a complaint, we can assist you, including organising an interpreter, if required.

You may choose to have an advocate, someone who can support you or to act on your behalf, when you make a complaint.

Complaints by letter can be addressed to:

Complaints Officer
Smiling Mind
26-28 Easey St
Collingwood VIC 3066, Australia

 

When you make a complaint you will receive an acknowledgement that will include:

  • what will happen while the complaint is being dealt with

  • what supports are available to you

  • who will deal with the complaint

  • what will happen next, such as when you are likely to be contacted again.

You should not be made to feel that you cannot make a complaint, nor should making a complaint have any impact on the products and services you receive from Smiling Mind.

The time it takes to resolve a complaint will depend on its nature. Simple complaints may be resolved immediately. If we need to make further enquiries, your complaint may take longer to resolve.

Some complaints may not be resolved completely. If so, Smiling Mind staff will inform you of other options available to address your issue. They may also follow up with you to check that the outcome of the complaint-handling process met your needs.

What happens if I’m not happy with the outcome of my complaint?

If you are not happy with the outcome of the complaint, you can ask Smiling Mind to review how the complaint was dealt with. You can do this by contacting us via letter or by email. A more senior staff member may undertake this further review.

Smiling Mind staff may gather additional information to help them review the decision. This may or may not alter the original decision. If you’re still unhappy with the outcome after you’ve asked us to review how the complaint was dealt with, then there are outside agencies that may be able to help. These include: