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Compliments and Complaints Procedure

 

Information for clients , families and members of the community

TFSS welcomes your feedback, whether it is a compliment or a complaint.

All feedback is viewed as an opportunity to improve the service our clients and their families receive and to improve our relationship with community members .

 

Compliments

If you receive support or assistance that you feel warrants complimenting, please register this in writing, by phone, via email or in person.

Compliments can be lodged directly with the program or site concerned, or in writing to:

TFSS
P.O. Box 1088
Tamworth NSW 2340

Email: info@tfss.com.au

 

Complaints

Your feedback about our service is important to us and you have the right to make a complaint if you are not happy with any aspect of the service. We will ensure that an efficient, fair and accessible system exists for dealing with your complaint/s.

 

What if I need an interpreter?

TFSS will assist you if you need an interpreter. There will be no cost to you for this service.

 

How do I make a complaint?

A complaint can be made verbally, in writing or via email.  Wherever possible, complaints should be resolved directly with the staff member or manager of the program concerned. If you are uncomfortable talking to staff directly about a complaint, you can make an appointment to speak with their manager.

You can ask a friend or support person to assist you to put your complaint in writing or to attend a meeting at the TFSS with you.

Your letter should contain the reason for your complaint, a description of the incident/s or situation/s, date/s, names of any witnesses and how the situation has impacted on you.

Alternatively, you may like to fill in the Complaints Form.

It is also important that you tell us what you expect to occur as a result of your complaint. This will assist staff in resolving your complaint. If we are unable to meet your expected outcome, you will be advised of this, including the reason why.

If you still feel the issue is unresolved, you may wish to make a formal complaint. You may do this by putting your complaint in writing and emailing info@tfss.com.au or posting it to the address below:

TFSS
P.O. Box 1088
Tamworth NSW 2340

 

Unreasonable Complainant Conduct

Conduct can be considered unreasonable when a complainant continues to contact the service after a matter is closed, makes unreasonable demands, fails to cooperate, present unreasonable arguments or when their behaviour is threatening, rude or aggressive .

* Unreasonable behaviour will not be tolerated

 

What happens after I make a complaint?

Your complaint will be acknowledged within five working days of its receipt. You will be notified of the person who is managing your complaint and how they may be contacted. They will also inform you of the expected steps to be taken to resolve your concerns and the expected time frame.

A formal investigation of the incident/s or situation/s will take place with respect of your personal and cultural needs. This may involve an impartial TFSS Manager interviewing all parties involved.

TFSS aims to investigate and resolve all complaints in a prompt manner, usually not more than 14 days working days of receipt of the written complaint. If this is not possible we will contact or write to you and explain why.

All complaints will be dealt with seriously, quickly, confidentially and without stopping your right to use TFSS Complainants are protected from any repercussions, reprisals or victimisation as a result of making a complaint.

 

Confidentiality

Staff involved with complaints handling are required to treat all information as confidential. The name/s of complainants or any other identifying information will only be provided to staff involved in managing the complaint and may be provided to staff identified as a respondent to the complaint.

 

Dissatisfied with the way your complaint was handled?

If you have any concerns about the management of your complaint you send your concerns to the address below or phone the number provided or by emailing info@tfss.com.au for the attention of TFSS CEO 

TFSS
P.O. Box 1088
Tamworth NSW 2340

Phone: 1800 073 388

 

If after this point you are still not satisfied you have the right to direct your concerns to:

The NSW Ombudsman
Level 24, 580 George Street
Sydney NSW 2000

Phone: 02 9286 1000

Toll free: 1800 451 524

TTY: 02 9264 8050

www.ombo.nsw.gov.au

Email: nswombo@ombo.nsw.gov.au

 

 

TFSS Complaints Process

 

Complaint received

Staff Member delegated to handle complaint. This staff member will review the complaint within 5 working days.

Letter to complainant confirming receipt of complaint and informing of any action taken to date.

Within next fourteen (14 ) days staff member to contact complainant with a proposed resolution. If this resolution is not acceptable, invite a written complaint (if not already in writing).

Within next twenty-eight (28) days, investigate and resolve written complaint, inform complainant of actions taken and include opportunity for mediation.

Down Arrow:

Within six (6) months Manager reviews actions taken and ensures follow up.