UnitingCare Moreland Hall will respond to any complaints you have regarding our services.

This information tells you your rights and what will happen when you make a complaint.

What are Complaints?
Your Rights
Anonymous Complaints
How To Make A Complaint
Resolving A Complaint
Still Not Satisfied?

What are Complaints?

There may be times when you wish to make a formal complaint about a Moreland Hall service for the following reasons:

• You believe we have failed to respond to a request you have made for information, or service;
• You are not satisfied with the service provided;
• You are not happy with the conduct of a staff member.

Your Rights

After making a complaint about Moreland Hall's services you have a right to:

• Be heard;
• Know whether Moreland Hall's guidelines have been breached;
• Provide or request information to support a complaint (subject to Moreland Hall's Confidentiality Policy, Freedom of Information legislation and state and federal Privacy Laws);
• Be infromed of Moreland Hall's response and the reason for it;
  
• Expect the service to be provided to a satisfactory standard.

Anonymous Complaints

It is often difficult for Moreland Hall to respond to an anonymous complaint. If you remain anonymous, this may limit the action Moreland Hall can take to resolve the complaint. We strongly encourage you not to make your complaint anonymously.

Moreland Hall will take all reasonable steps to make sure that you are not disadvantaged because you have made a complaint.

If you are disadvantaged in any way for raising a genuine complaint, Moreland Hall will view this very seriously and take appropriate disciplinary action against the staff who have caused the disadvantage.

If you believe you must remain anonymous you may wish to nominate an advocate to make the complaint on your behalf, or assist you with your complaint. In some circumstances Moreland Hall may advise you that your complaint cannot be actioned without identifying you. You will then have the choice whether to withdraw your complaint or continue without anonymity.

How To Make A Complaint

You may make a formal complaint in person, or in wirting or over the phone. Your complaints will go firstly to the Manager of the relevant service.

The Manager may need to talk to you to get more details and to discuss how your complaint may be handled in the best and quickest way.

If we need time to look into your complaint, we will write and let you know what is happening, and when you can expect a full response.

If you require assistance in making a complaint, Moreland Hall's Chaplain, Graham Morris, is available to help you. Graham may be contacted on (03) 9386 2876.

Resolving a Complaint

If service standards, procedures or policies have not been followed you will receive a written and/or verbal explanation. The outcomes may also include:

• The restoration of services;
• An alteration in the way services are provided to you ie, a change of counsellor;
• An appropriate change in Moreland Hall's Policy and/or Procedures.

The final outcome of your complaint will be discussed with you and you will get a summary of the outcome in writing.

Still Not Satisfied?

If you are still not satisfied with the Manager's response to your complaint you can ask that it be referred to the Executive Director.

If, after receiving a response from the Executive Director you are still not satisfied your complaint has been handled in a fair and resonable manner, you can refer it to the State Health Services Commissioner, whose office can be contacted on telephone (03) 9655 5200.

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