How to make a complaint
How to make a complaint
If you are unhappy with a Windermere service or employee, you are entitled to lodge a complaint. This page outlines the options available to you and explains what happens after your complaint is received.
What can I do if I am unhappy with my service or a worker at Windermere?
- Talk to your worker in person or by phone about your concerns, or ask your worker for the contact details of the service manager and talk to him/her.
AND/OR - Fill in a Complaint Form or request a form be completed on your behalf by the Service Manager at Windermere or an advocate, friend or family member of your choosing and post directly to:
General Manager Client Services
Windermere Child & Family Services
48 Webb Street, Narre Warren Vic 3805
- Attend a Resolution Meering arranged by Windermere at a time and place that suits you to talk about your concern and jointly find a solution. You do not have to communicate with the person against whom you have lodged a complaint. A third party can relay information between you and the subject of the complaint. You are entitled to receive a copy of the outcome of the Resolution Meeting and any investigations.
What will Windermere do with my complaint?
Windermere takes all complaints seriously and has a specific response procedure. Once you have made a complaint, you can expect Windermere to
- Acknowledge in writing within 5 working days that we have received your complaint
- Listen to you and investigate your complaint
- Aim to resolve the issue within 10 working days
- Engage external mediation where required
- Provide you with written confirmation of the outcome of the complaint
- Enter details of your complaint into our Central Grievance Register.
This information will be used to make service and system improvements to prevent similar issues from recurring. Your personal details will not be recorded in this Register.
What are my rights?
After you have made a complaint, you are entitled to:
- Continue to receive an uninterrupted service during the complaints procedure
- Receive assistance in a timely, accessible and objective manner
- Have your privacy respected and personal information used only in the manner that you have consented to in the Complaint Form
- Have Resolution Meetings conducted fairly and in a safe environment
- Timely decisions & actioning of recommended outcomes
- Review a decision that you do not agree with
- Access to an external Mediator or dispute resolution service
- Lodge a complaint if these rights are not being met
What if the situation remains unresolved?
If you are still unsatified, you may choose to have the matter investigated and resolved by an independant mediator or dispute resolution service, a list of which are included on the attached brochure.
Click here to view Complaints Brochure/Form in PDF format