Handling complaints policy

Goals of the policy

We value all feedback as it assists us to continually improve our clinical services and customer service.

This policy has been designed to assist both clients and staff.  Living to the Max Occupational Therapy Services is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible.  We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all clients making a complaint equally.

We will make readily available, our complaint handling policy and procedure so that clients are aware of their rights and opportunities to provide feedback.

Definition of a complaint

Complaints are defined as any expression of dissatisfaction or grievance made to staff by a client or member of the public in relation to our business.

Recording complaints

All complaints shall be referred to the Managing Director and/or the Director.  When taking a complaint, the name and contact details of the client will be recorded, as well as full details of the complaint including the date.  Details of all communication with the client and any actions to resolve the complaint will be recorded in the same place.

All complaints made, verbal or written, will be recorded in a secured excel spreadsheet at the time the complaint is made, or as soon as possible afterwards.  The complaint will be recorded by the Managing Director or Director.

Recorded complaints will also be monitored for any ongoing trends and efforts made to resolve any ongoing issues as a matter of urgency.

Clients’ personal details or details of their complaint will not be divulged to third parties unless we have their written consent.

Informing clients of progress

We strive to resolve all complaints within 2 business days.  Written complaints will be acknowledged promptly.

Clients will be given an approximate timeframe at the time they make their complaint.  Clients will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.

Clients will be informed of any changes to our services as a result of their complaint.

Where appropriate, clients who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

Responding to complaints

All people making a complaint will be treated with courtesy.  Where possible, complaints will be resolved at the first point of contact with either the Managing Director or Director.   Complaints will still be recorded.

If the complaint can’t be resolved immediately, the client will be given a timeframe, a contact person and details of our complaint handling process.  The Managing Director or Director will be the contact person.

Escalation of complaints

If we cannot resolve the complaint to the client’s satisfaction, we will inform them about where they can take further action.  Most commonly, this would be the South Australian Health and Community Services Complaints Commissioner.

South Australian Health and Community Services Complaints Commissioner 

Phone: (08) 8226 8666

Phone: 1800 232 007 (Toll free from Country SA landline)

Fax: (08) 8226 8620

Mail address

PO Box 199

Rundle Mall SA 5000

Street address

Level 4, East Wing

50 Grenfell Street

Adelaide SA 5000

Review of complaint handling policy and procedures

Living to the Max Occupational Therapy Services is committed to continuous improvement and this policy will be reviewed regularly (at least every six months) for effectiveness and updated.

This complaint handling policy is supported by the Managing Director and Director as owners of Living to the Max Occupational Therapy Services.  We commit to providing this policy to all staff and displaying it in our business for clients.