Complaints Policy
Developing Words Speech Pathology is dedicated to providing excellent customer service and maintaining a professional-client relationship with all clients and their families. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible. As a client of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
Summary:
We want to resolve your complaints as soon as possible. Please contact us directly and we’ll do our best to fix any problems you may be having with our service.
Our Responsibilities:
• To provide an efficient, fair and structured mechanism for handling complaints.
• To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
• To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
• Ensure all complaints are handled with professionalism and maintaining confidentiality. If you are complaining on behalf of someone else we will require signed note by the person concerned (unless they are unable to do this due to physical or mental illness).
Handling Your Complaint:
• Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.
• We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
• Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days.
• Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
• We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
Complaints Process:
Step One: If you have a complaint regarding any aspect of your account or dealings with Developing Words Speech Pathology, we urge you to contact Teri Crowhurst in writing via email (teri@developingwords.com.au).
Step Two: After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 business days, or longer (in which case we will update you with a reason for the delay and the expected timeframe). If you are not satisfied with the response provided to you, an external agency may be engaged.
Step Three: If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies:
• Office of the Australian Information Commissioner (OAIC) https://www.oaic.gov.au. The OIAC can assist you with all matters related to privacy.
• The Fair Trading Commission https://business.gov.au/legal/fair-trading
• The Australian Competition and Consumer Commission
• You may also obtain legal advice from your solicitor as an alternative avenue for resolution.
If you have any questions or concerns at any time about our complaints policy, please contact us at teri@developingwords.com.au and we will endeavour to respond within 2 business days.