Our policies, procedures and guidelines ensure we uphold the integrity of our work and that we are always working in the best interests of our consumers
Here are some of those policies:
Whether you wish to compliment us about something or make a complaint, your feedback is very important in helping us improve our service and systems.
Compliments
Compliments are expressions of praise, encouragement or gratitude about the services we deliver.
Complaints
If you felt the service you (or someone under your care) received from us did not meet your expectations, you have the right to make a complaint.
Your complaints are recorded and help us to improve our services. All complaints are handled with sensitivity and in confidence. You can expect to be treated fairly and for your service to continue uninterrupted.
You also have the right to involve an advocate, family member or friend for support or guidance if you would like.
How to lodge a compliment or complaint
Other useful resources:
Consumer Affairs Victoria
Ph: 1300 558 181
Web: consumer.vic.gov.au
Email: consumer@justice.vic.gov.au
Health Services Commissioner – Make A Complaint
Ph: 1300 582 113
Toll Free: 1800 136 066
Web: health.vic.gov.au/hsc/complaint
Email: hsc@health.vic.gov.au
Ombudsman Victoria
Ph: 9613 6222 Free Call: 1800 806 314
Web: ombudsman.vic.gov.au
Email: ombudvic@ombudsman.vic.gov.au
Privacy Victoria
Ph: 1300 666 444
Email: enquiries@privacy.vic.gov.au
Victorian Equal Opportunity & Human Rights Commission
Ph: 1300 292 153
Web: humanrightscommission.vic.gov.au
Email: enquiries@veohrc.vic.gov.au
NDIS Commission – Make A Complaint
Ph: 1800 035 544
TTY: 133 677
Web: ndiscommission.gov.au
VALID - Victorian Advocacy League for Individuals with Disability
Ph: 9416 4003
Freecall: 1800 655 570 (Rural Victoria only)
Web: valid.org.au
Email: office@valid.org.au
Department of Health and Human Services
Complaints, Integrity and Privacy Unit (CIPu)
Ph: 1300 884 706
Email: complaints.reception@dhs.vic.gov.au
Department of Education and Training
Ph: 8765 5600
Email: sevr@edumail.vic.gov.au (South Eastern Victoria Region)
Homelessness Advocacy Service (Vic)
Free Call:1800 066 256
Department of Justice
Ph: 1800 819 817
Web: victimsofcrime.vic.gov.au
Email: vsa@justice.vic.gov.au
We define diversity as valuing and respecting differences so we promote and encourage an inclusive society that provides opportunities for all people to fully participate in our organisation and in public and civil life.
Our Diversity Policy is key to guiding our practices and processes so that we are inclusive of all people regardless of their race, sexual identity, gender, ethnic group, age, personality, learning style, tenure, organisational function, education, background and more. As a result, we are proud to have staff from diverse backgrounds.
For consumers requiring additional assistance we are able to engage a registered interpreter.
Our Privacy Policy is about how we handle your personal information.
We collect personal information from you when it is reasonably necessary for a business purpose. That means we collect it to supply you with the services and/or products you have asked for and to provide you with the best possible service.
Other reasons we collect personal information are to:
We may collect personal information like your name, address, date of birth, gender, occupation, location, contact details or payment details depending on the activity you undertake with us. There are a few different ways we collect this information.
Read our complete Privacy Policy.
We believe that children in contact with our service should:
Everyone who works here does their best to make sure children are protected from harm.
We will:
Windermere is committed to equity & equality for consumers and employees, by building diverse and inclusive services and work environments, where all peoples from Aboriginal & Torres Strait Islander, Culturally & Linguistically Diverse, LGBTIQ+ Communities and those living with disability will know and feel accepted, affirmed, safe and celebrated. Windermere is delivering this through the continued development and implementation of our Welcoming and Inclusion Strategy 2021-2024.
All forms of discrimination, including that based on race, culture, ethnicity, religion, age, disability, sexual orientation and gender identity, will not be tolerated. All employees, consumers and visitors are expected to behave in non-discriminatory ways.
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YOUR RIGHTS |
YOUR RESPONSIBILITIES |
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To have your rights, responsibilities and options explained to you in a way that you understand, and to be provided with information and referral options if we cannot meet your service needs. |
Always treat our employees and other people at Windermere with courtesy; and respect our right to feel safe.
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To receive a service that promotes safety and freedom from harm and respects your culture, identity, ability, sexual orientation and gender identity. |
Respect the culture and identity, ability, sexual orientation, and gender identity of our employees and others at Windermere. You cannot legally refuse a worker on these grounds, except where you have a valid cultural or trauma related reason. |
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To receive (before your service starts), a clear explanation of what you can expect from entry to exit, including your privacy rights, updates on wait times and a clear statement of fees (if relevant).
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If visiting our office, arrive on time for appointments or notify us if you are unable to attend. If we are visiting you in your home, follow the home visiting conditions your worker discusses with you beforehand. Tell us if you or one of your family members is unwell before we meet. |
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To be able to connect with our services in a way that meets your needs, including access to:
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Be honest with us to ensure you receive the right service for you. Tell us if you have needs that require us to adjust the way we work with you. Inform your worker immediately if there is a change in your circumstances. |
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To make your own decisions and goals and be empowered to pursue them and to refuse a recommended action. |
Actively make decisions for yourself and accept the outcome of any decisions you make. |
Compliments & Complaints
We like receiving feedback about our services because it helps us improve what we do.
Whether you would like to pay us a compliment or make a complaint we encourage you to tell us what's on your mind.
Eve was a premature baby and had a lot of health issues including trouble feeding resulting in delayed growth. This meant having a peg fitted into Eve's tummy to ensure she received the correct amount of nutrients and kilojoules everyday which was closely monitored by a dietician. When we first met Eve and her family, they where using a long day care service however, their GP referred them to Windermere.
Read more
Growing up was long hard struggle for Jessica, who describes her mother as being verbally abusive towards her. An already troubled relationship with her parents became even more strained when mum and dad separated; leading Jessica to pack her bags and left home at 18.
Read more
Whether you wish to compliment us about something we have done well or make a complaint about something that could be improved, your feedback is very important in helping us improve our service and systems.
Read more
We all have a story to tell. These are the stories of the people who have kept pushing on despite the obstacles and difficulties in their way.
Read more
48 Webb Street
Boonwurrung Country
Narre Warren, VIC 3805
Phone: 1300 946 337
Fax: (03) 9796 7650
Email: info@windermere.org.au
Windermere is committed to equity & equality for consumers and employees, by building diverse and inclusive services and work environments, where all peoples from Aboriginal & Torres Strait Islander, Culturally & Linguistically Diverse, LGBTIQ+ Communities and those living with disability will know and feel accepted, affirmed, safe and celebrated. Windermere is delivering this through the continued development and implementation of our Welcoming and Inclusion Strategy 2021-2024. All forms of discrimination, including that based on race, culture, ethnicity, religion, age, disability, sexual orientation and gender identity, will not be tolerated. All employees, consumers and visitors are expected to behave in non-discriminatory ways.
© Copyright 2023 by Windermere Child and Family Services.
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