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Peer Support Australia is committed to providing the best possible service. Some of our clients may wish to provide feedback regarding their experiences with the organisation. Both compliments and concerns are valuable forms of feedback on our service delivery. We use this feedback to identify concerns and to ensure that improvements are made to our processes for the benefit of both our clients and the organisation.
Formal concerns and feedback should be made by email to firstname.lastname@example.org
Peer Support Australia will acknowledge the receipt of more formal concerns within two working days and will endeavour to provide a considered response within ten working days of receiving the written concern. If for some reason the matter cannot be resolved within ten working days, clients will be informed of the delay, the reasons for it, and a date by which a full reply can be expected.
In the situation where a client is unhappy with the response made to a formal concern, a letter outlining the nature of the original concern, and the response should be written, within one month, and addressed to: The Chairman, Peer Support Foundation, c/- 2 Grosvenor Place, Brookvale, NSW, 2100. The Chairman will review the matter and provide a written response within ten working days.
All members of staff are required to deal appropriately with feedback provided by clients. Positive feedback, word of mouth and other informal feedback can be shared on an ad hoc basis with the CEO. However feedback that is negative or that has been formalised should be forwarded to a direct supervisor as a matter of urgency. This ensures that matters are dealt with swiftly and decisively.