Making a complaint
Brain Injury Network of South Australia Inc.
BINSA service users have a right to raise complaints and no person will be disadvantaged if this occurs. Grounds for complaint include • disagreement about decisions on eligibility or priority of access • poor service • unfair treatment due to age, ethnic, gender or aboriginal considerations, religious beliefs or disability • sexual harassment (eg inappropriate touching, sexual advances or language) • the release of confidential information without consent. The complaints process attempts to resolve all complaints satisfactorily. If you have a complaint please contact BINSA either in person, in writing or by telephone.
A short guide to the policies of the
Try to resolve the matter with staff if possible. Assistance and help from another advocacy agency can be requested. This includes the Complaints Resolution and Referral Service (CRRS) www.crrs.net.au/ A response to a complaint will be made within five working days. However, if clarication is needed, or a work plan is necessary to resolve the matter, then a period of 21 days may be requested. Additional time may be negotiated as necessary. If the Police, Equal Opportunity Commissioner or another body needs to be called in, the person will be informed and a referral offered. An independent person or advocate can be present. Confidentiality is ensured. Feedback, written or verbal, is provided. Once resolved, details of the complaint will be destroyed. Only those involved participate in the process.
70 Light Square Adelaide SA 5000 T 08 8217 7600 F 08 8211 8164 CC 1300 733 049 E firstname.lastname@example.org W www.binsa.org Office Hours 9 am to 5 pm Monday to Friday
Brain Injury Network of South Australia Inc. (BINSA)
The Brain Injury Network of South Australia Inc (BINSA)
What can I expect?
believes that people with disability due to brain injury, their families and friends have a right to information about their injury and support services available in the community.
It is essential to have this information when making decisions. Information is provided in many ways • • • • • • •
website personal contact at the BINSA office seminars or workshops meetings and groups referral to specialist services or professional representatives when appropriate books, journals, articles and videos social media eg facebook, YouTube
Information and Informal Support Information and some training is available through the Brain Injury Network. Members can participate in planning and managing through • •
Committee of Management involvement consultations, reviews and evaluations.
Advocacy The rights of members to individual, family, self adocacy and systemic advocacy is recognised. Individual action plans will be developed. Other supports available include • • • •
attending meetings with individuals or families writing letters to various agencies assisting individuals to write their own letters representing the interests of people with acquired brain injury and their families to government , key stakeholders representation on working parties etc joint action with other advocacy groups.
If an individual is unhappy about a decision made by a service provider, or if the complaints process has been unsuccessful, BINSA will, if requested, act as an advocate through its Executive Officer or a nominated staff member. Alternatively, information will be provided about other advocacy agencies www.sa.gov.au/subject/Community.../ Disability/.../Making+complain...
BINSA staff will work with you in a cooperative manner.
Neglect, discrimination or similar issues, are referred through channels such as legal services, human rights processes, the Office of the Public Advocate or Health Complaints Commission, SA Ombudsman and the Equal Employment Opportunities Commissioner. A person may also decide to go to another agency.
Who is eligible? • People who have experienced brain injury, family members or •
associates. The advocacy support needs must relate to the infringement or unsatisfactory fulfillment of human, civil or legal rights.
What about BINSA’s policies? BINSA has written policies developed in consultation with consumers and family members.
What assurance do I have of protection of my rights? BINSA is strongly committed to protecting the rights, privacy and dignity of all clients. No personal issues can be discussed or given to another organisation without consent. Personal information can only be released in cases of emergency, danger, or if requested by law (eg child abuse). The reasons for doing so are clearly explained. • • • • • • •
records cannot be removed unless permission is given client information is only released under an Authority to Act only information relevant to current issues is held by BINSA records are kept in locked filing cabinets in BINSA’s offices clients and/or family can correct any record details, by request only BINSA staff has access to records all records are destroyed in a secure and confidential manner.
Who gets priority? BINSA makes every attempt to action any client issue as soon as received. However, priority will be given when • circumstances are urgent • a person has difficulty representing themselves • there is disadvantage due to ethnic, gender or aboriginal considerations. If BINSA cannot give immediate help, clients will be referred to alternative services. There may be a waiting list.
What about people living in the country? Every effort will be made to meet the needs of people living in rural areas. If resources are unavailable, volunteers, other agencies or computer networks may be employed.
Community Education BINSA assists in educating mainstream services about brain injury and its impact. It is committed to promoting the rights of people with a disability as a result of brain injury and also offers resources and support for self advocacy when possible.
Language BINSA strongly encourages language reflecting the value and status of people who have experienced brain injury. Verbal and written communications acknowledges the person rather than the disability. Terminology which ‘labels’ or identifies people by their ‘disability’ is discouraged.
Easy-to-read material Every effort is made by BINS A to ensure those with a non-English speaking background understand their rights so they are aware of and are able to use the services available
Policy Review BINSA regularly reviews and improves their policies and each has a review date.
Human Rights Human rights are fundamental to BINSA policy. All staff are expected to have a knowledge of human rights legislation. Where possible, training sessions are offered to staff, volunteers and board members.
The Brain Injury Network of South Australia Inc. 70 Light Square Adelaide SA 5000 T
CC 1300 733 049 E email@example.com