feedback policy

introduction

Peer Support Australia is committed to ensuring that all of our clients receive the best possible service. We recognise that sometimes some of our clients may wish to provide feedback regarding their experiences with the organisation. We also recognise that both compliments and concerns are valuable forms of feedback on our service delivery. We use this feedback to identify the causes of any concerns and to ensure that improvements are made to our processes for the benefit of both our clients and the organisation.

purpose

This policy sets out guidelines for the way feedback will be collected and managed by Peer Support Australia. It is important that all employees are aware of the procedures for the collection of, and appropriate response to, feedback.

sources

Clients or schools that have established a working relationship with a named contact in Peer Support Australia, may provide feedback directly to them in an informal or ad hoc manner. Participants at workshops are given the opportunity to provide specific feedback relating to the facilitator on evaluation forms.

The home page of the website has a link to the company’s email address. This provides the opportunity for more formal feedback, as a written record will be kept in a central file in ‘Standard Docs’ of all feedback provided using this method.

Feedback that cannot be dealt with immediately, or which raises concerns of a serious nature should proceed to a more formal procedure.

Formal concerns and feedback should be made in writing, by fax, or by email, to either the Training and Development Manager or the General Manager. The concern will then be entered into the formal feedback process.

procedures

Feedback that has been provided in an informal way can be responded to at the time it is given, and shared with either the Training and Development Manager or the General Manager. In this way any concerns can be addressed immediately. If there is a serious issue raised, a more formal procedure should be followed.

The Foundation 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.

requirements of all members of staff

There is a requirement on all members of staff 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 both the Training and Development Manager and the General Manager. 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.