Complaints and Feedback
DO YOU WISH TO COMPLAIN OR APPEAL A DECISION WE HAVE MADE?
Your rights
All service users have the right to complain about:
- What services are offered
- The way the service is delivered
- How you have been treated
Service users also have the right to appeal or question a decision that they believe will make their life more difficult. For example if Brophy refuses to provide you with a service.
Using an Advocate
You have the right to complain or appeal a decision by working through an advocate. An advocate can be a trusted friend, family member or a person from an advocacy service. Brophy staff will provide you with information on advocacy services and assist you to access these services if you request.
Using an Interpreter
If required, Brophy staff will assist you to access an interpreter, free of charge, to assist you with your complaint.
How do I complain or appeal?
Feedback forms and boxes are located in our reception areas. If you need assistance to understand the process or fill out a form please ask a Brophy worker.
You can also complain anonymously which means that you do not have to give your name. If you choose to do this, it will not be possible to give you direct feedback on the result of your complaint, however we will still action your feedback.
Who should I see or speak to?
You can see or speak to your Brophy worker, another familiar Brophy worker you are comfortable to talk with, the team leader, Executive Manager or the CEO of Brophy Family & Youth Services.
You can also leave feedback via our website form.
What should I ask for if I want to complain, give feedback or make a comment?
Feedback forms are available in all reception areas. or you can leave us feedback via this website - Go to the TELL US WHAT YOU THINK section.
Copies of our policies are available via this website in ABOUT US section.
If you need some assistance please contact us.
Will they take me seriously?
Every complaint/appeal or feedback is taken seriously as we are keen for information that contributes to improving our service.
Will I get into trouble for complaining?
Brophy sees complaints and appeals as important in safeguarding service user’s basic rights and at the same time improving our service delivery. Therefore we welcome service users telling us their experience of our service and working with our staff and volunteers.
How long will it take?
The time it will take to resolve your complaint depends on the type and seriousness of the issue raised, but all efforts will be made to deal with the problem within 30 days.
Appeals of decisions already made will be considered within one week of the appeal being lodged and a final decision within two weeks.
ALL FEEDBACK CAN BE MADE CONFIDENTIALY
