This page is an extract from Vitae Verita’s Complaints Policy. This policy includes information about how we deal with complaints, and what to do if you are dissatisfied with the way Vitae Veritas is handling your complaint. Vitae Veritas is committed to ensuring that all consumers, participants, their families, carers and/or advocates are free to raise a complaint, to have their complaint dealt with promptly, fairly and in a non-threatening manner and to have their complaint resolved if possible.
Vitae Veritas recognises that consumers, participants, their families, carers and/or advocates may feel vulnerable when making a complaint and negotiating a resolution. This feeling of vulnerability can be compounded for people with special needs, so this policy is written within this context.
To ensure that Vitae Verita’s treatment of complaints is fair, Vitae Veritas is committed to the following principles:
- Complaints are viewed positively by us and are a vital component of our commitment to continuous improvement.
- Consumers/Participants, their families, carers and/or advocates have the right to raise any complaints or concerns regarding any matter related to services provided by Vitae Veritas, and to have their concerns investigated and resolved fairly and quickly;
- Consumers/Participants, their families, carers and/or advocates raising a complaint can do so without fear of retribution;
- Consumers/Participants, their families, carers and/or advocates wishing to raise a complaint can do so at any level in the organisation;
- Consumers/Participants, their families, carers and/or advocates have the right to be informed about the internal and external avenues open to them to raise their concerns, and how their complaint will be handled by Vitae Veritas;
- The complaints process shall be client oriented, culturally aware, accessible, timely, efficient, and confidential;
- Consumers/Participants have the right to have a friend or advocate support them in raising their concerns; and
- Complaint handling shall, whenever possible, focus upon improving existing services.
Please do not hesitate to contact us if you require translation services or have any questions or concerns about the above.
If a complainant is not satisfied with the way Vitae Veritas is handling their complaint, the following external contacts are available for funded services:
Aged Care Complaints Commissioner
Department of Health
GPO Box 9848 in your Capital City
Telephone: 1800 550 552
Disability Services Commissioner Victoria
Telephone 1800 677 342
PLEASE FILL IN THE FORM BELOW IF YOU STILL WISH TO PROCEED WITH A COMPLAINT/FEEDBACK OR IDEA.