Home Modification Victoria values feedback from our clients to assist in identifying areas that are working well and where improvements can be made to our processes and services. Feedback can be provided in person or by email.
Home Modification Victoria clients can complete our satisfaction survey upon completion of their project or contact us immediately with any questions or concerns in relation to their project.
Feedback is documented in the ‘Opportunities for Improvement’ register and reviewed by the Quality Manager in consultation with relevant staff. Where required, a detailed response is given to the person providing the feedback.
Specific feedback may be used to consider opportunities for systematic improvement to Home Modification Victoria services. Specific client feedback may be shared and discussed at project team meetings. Deidentified feedback may be shared and discussed at General Staff Meetings involving all staff.
Feedback may be made public only with the permission of the person.
Home Modification Victoria aims to resolve all complaints quickly and effectively with a mutually agreed outcome satisfactory to all concerned.
In the event of a complaint being raised by a client or member of the public (either verbally or in writing) the following complaints resolution process is followed.
The person raising the complaint is immediately encouraged to discuss the issue of complaint with Andrew Sanderson, Director of Home Modification Victoria (not the individual staff member or contractor who may be the subject of the complaint).
The initial contact regarding the complaint can be made by phone, email or in person to the attention of Andrew Sanderson. The Director will contact the complainant in person to discuss the issues and options for resolving the complaint.
Step 2 – Option 1: Resolution through internal informal complaint resolution process:
The Director will handle the complaint on behalf of the Home Modification Victoria by participating in a discussion with the person making the complaint.
The discussion between the Director and the person making the complaint should preferably take place person to person, in a private meeting room or mutually agreed location.
Home Modification Victoria may engage an impartial trained conciliator if it will most likely assist the discussion and resolution, and is agreed by the person making the complaint.
The person making the complaint may wish to bring an advocate or support person.
The complaint is resolved when parties reach a mutually acceptable outcome following discussion.
Even if there is no admission to the behaviour or acts complained about, the parties may be able to agree to an outcome that is acceptable to the complainant and other parties.
If an acceptable outcome is reached the Director will be responsible for ensuring that the appropriate people who need to know about the outcome are informed so that the outcome is implemented and followed.
Resolution may include an apology, agreement not to repeat the behaviour or actions complained about, and other outcomes proportionate to addressing the problem and preventing further issues.
Home Modification Victoria will take all appropriate action to ensure the issue of complaint remains acceptably managed in accordance with the mutually acceptable discussed outcome. This will be monitored by the Director or delegate.
The nature and satisfactory outcome and management of the complaint will be documented and placed on the ‘Opportunities for Improvement’ register. A copy of the documented complaint and outcome will also be forwarded to the person making the complaint.
If the complainant is unhappy with the outcome of the informal complaint handling process, the matter may proceed to a process of internal formal investigation, and/or to the to an external and impartial dispute resolution process or relevant authority, depending on the location and nature of the complaint.
Step 2 – Option 2: Resolution through internal formal complaint handling process:
If the person making the complaint chooses to seek resolution through the internal formal investigation process the following steps will be followed.
The Director of Home Modification Victoria will appoint an impartial investigator to interview the complainant and detail the complaint in writing.
During this interview and in any further stages of the process an appropriate support person may support the complainant.
The investigator will put the allegations in full to the other party or parties.
If there are any disputes over facts, the investigator will interview any witnesses and gather evidence that will assist in making a finding, and gather any other relevant evidence that will assist in making a finding.
Based on the facts of the matter the investigator will make a finding on the substance of the complaint.
A report documenting the investigation process, the evidence, the findings and a recommended outcome will be made to the Directors.
The Director will assess the report, consult with any appropriate parties (not the parties to the complaint) and implement an appropriate outcome.
The Director will advise the parties to the complaint and any other relevant parties of their decision and outcome to be implemented.
If the complainant is unhappy with the outcome of the internal formal complaint handling, Home Modification Victoria will refer the complainant to an external and impartial dispute resolution process or relevant authority, depending on the location and nature of the complaint.