Have Your Say We value your feedback and are committed to providing high-quality services. Your comments, suggestions, and experiences help us to continually improve the support we provide. We invite you to complete this feedback form and share your thoughts. Have Your Say Online
The BaptistCare feedback process Your feedback provides us with the opportunity to celebrate individuals who have gone above and beyond. It also helps us understand when things haven’t gone as they should, so we can address the issue and take positive steps to prevent it from happening again. To be the best we can be, we rely on your help and your feedback.
Who can give feedback?
include arranging interpreter services or scheduling a time to discuss your feedback in person.
Anyone! We welcome feedback from our residents, clients and tenants, their family members and friends, as well as from our employees, volunteers, visitors and support partners.
What happens if my feedback is related to a complaint and I’m still not satisfied?
Your feedback helps us recognise what we’re doing well and where we can improve our service. All feedback is treated confidentially and your privacy will be respected. You may choose to remain anonymous, although this limits our ability to respond to your feedback.
What happens after I give feedback? Your feedback will be recorded and acknowledged in person, by phone, or in writing by email or letter. Positive feedback will be shared with relevant staff.
If you are unhappy with the way we have addressed your feedback, including the outcome to a complaint you can write to the Chief Executive Officer at BaptistCare PO Box 7626 Norwest NSW 2153. If the matter remains unresolved, you can choose to contact the relevant external agency:
National agencies Aged Care Quality and Safety Commission GPO Box 9819, in your capital city T 1800 951 822 W agedcarequality.gov.au Older Persons Advocacy Network T 1800 700 600 W opan.com.au NDIS Quality and Safeguards Commission PO Box 210, Penrith NSW 2751 T 1800 035 544 W ndiscommission.gov.au
We are committed to being open and honest with our customers and we want you to feel supported and confident in raising concerns if something has gone wrong. If this happens, we will respond to any immediate needs or concerns, offer an apology, provide support, and explain the steps we’ll take to prevent it from happening again.
Housing VIC - Appeals 50 Lonsdale Street, Melbourne Victoria 3000 T 1300 475 170 W housing.vic.gov.au/appeal-decision
Anonymous complaints are taken seriously and we will do our best to address any issues raised.
Aboriginal Enquiry Service (Victorian Equal Opportunity and Human Rights Commission) T 1300 292 153 W humanrights.vic.gov.au
Who will see my feedback?
Homes Tasmania (Housing Connect) GPO Box 65, Hobart TAS 7001 T 1800 800 588 W homestasmania.com.au/ housing-and-homelessness/housing-connect
When you share a suggestion, compliment or complaint, we ensure it is passed to the appropriate member of management for action, and that those involved receive your feedback – unless you have requested otherwise.
Need assistance? If you need help sharing your feedback, we are here to support you. This may
National Regulatory System for Community Housing (NRSCH) T 1800 330 940 W nrsch.gov.au
State-based agencies
Victorian Civil and Administrative Tribunal (VCAT) T 1300 018 228 W vcat.vic.gov.au Tasmanian Aboriginal Centre (TAC) T 1800 132 260 W tacinc.com.au Tasmanian Civil & Administrative Tribunal (TASCAT) GPO Box 1311, Hobart TAS 7001 T 1800 657 500 W tascat.tas.gov.au
How do I give feedback? We’ve made it easier than ever to share your comments with us. Choose any of these options to return the Have Your Say form back to us. Visit baptcare.org.au/ compliments-and-feedback and complete this form online Return it directly to the Manager of your BaptistCare service
Your Say Date
Place it into your local BaptistCare feedback/suggestion box Send your form in the post Attention: Feedback Officer BaptistCare PO Box 7626 Norwest NSW 2153 Speak personally to the relevant BaptistCare General Manager 13 22 78
I am a Customer (resident, client or tenant) Relative
Employee
Friend
M edical / Allied Health
Supporter My feedback is a
Volunteer
Other (indicate)
Visitor Compliment Suggestion/Comment
Which service or site does your feedback relate to?
Complaint Verbal Feedback From Does this feedback relate to a resident, client or tenant? Do you wish to remain anonymous? Yes
No Please turn over...
Thank You for your feedback Your Say continued...
Please provide details about your feedback (attach further information if required)
If complimenting a particular employee, please note their name here and the reason for the compliment:
For us to respond to your feedback, please indicate the method of contact: Email
Phone
Letter
In Person
No Thanks
Name Address Phone
To be completed by a BaptistCare team member
For more information Call 13 22 78 baptistcare.org.au
Date entered in Riskman Riskman ID number: Entered by: