At AFSS, we are committed to doing things better. We know that being open to feedback – including complaints – helps us to improve our services and achieve better outcomes.
We welcome ideas and views from anyone – clients, their families, community, advocates or others – as an opportunity to further develop our best practice.
Anybody has a right to complain about our services without fear or judgement, discrimination, or denial of service. We will make sure that people who have made a complaint continue to feel safe in using AFSS services.
We will respond to all complaints in a fair and open manner.
After providing your insight, views, comments or making a complaint, the person handling your feedback will contact you within 14 days of receiving it.
Your feedback will be investigated and you will be kept updated.
Your feedback will be handled with utmost confidentiality and will not be held against you.
You’ll be informed of the outcome. If you’re not happy with the outcome, your complaint will be referred to the Chief Executive who will then contact you within 14 days.
You also have the right to discuss any complaint with the Health and Community Services Complaints Commissioner (HCSCC) 8226 8666 or 1800 232 007 (country SA toll free).