Feedback and Complaints

Our complaints handling process includes the following:

• HDAA adheres to strict protocols for assuring complainant confidentiality.  Because we are unable to follow up with anonymous complaints we shall only action complaints from individuals or organisations that are identifiable and contactable by phone or email.
• Any complaint will be acknowledged in writing and the results of any complaint will be responded to in writing.
• The complainant will be advised of this complaints process.
• Complaints must be raised within 30 working days of the occurrence of the complaint.
• Within 5 working days of receiving a written complaint, an acknowledgement will be sent to the complainant or appellant stating who is investigating the complaint and identifying action to be taken within 15 working days.
• A resolution within 30 working days will occur unless an agreement with the complainant or appellant cannot be reached.
• Where appropriate, any concerns or issues will be raised with the person directly involved in the first instance. Any issue or concern raised will include a statement of possible resolution. The persons involved will use their best endeavours to reach a satisfactory solution and the Health and Human Services Manager will be informed of the proposed resolution.
• The complaint log will be completed when the complaint is finalised.
• The complainant will receive information on the outcome of the complaint investigation.
• If no resolution can be achieved to the complaint, the matter will be referred to a HDAA Advisory Council member who will adjudicate and document an outcome. If the decision of the Advisory Council member is not accepted, the complainant can at that time escalate the complaint to the HDAA accreditation body (JASANZ) who then will take responsibility for responding to the complaint.

How do I make a complaint?

Complaints can be submitted in writing by a letter or email. Our contact details are:

Postal Address: PO Box 365, North Lakes QLD 4509
Telephone: 1800 601 696
Email: janet.davidsonmcgown@hdaau.com.au

You may contact HDAA directly or via an advocate. If you wish to remain anonymous, we may record your details and ask you to substantiate your complaint with evidentiary documentation. You must be able to support your complaints with evidence and show that all attempts have been made to resolve the issue at the lowest level before contacting HDAA.

What happens then?

You will receive an acknowledgement of action taken in relation to your complaint within 15 working days of receipt of the complaint in writing. Your complaint will be kept strictly confidential within HDAA and will only be seen by appropriate HDAA staff and those involved in the complaint (e.g. the person who the complaint is about).

Where possible all names will remain confidential, however, the details of the complaint may have to be shared in order to resolve the problem; this includes the person the complaint is about when there is a complaint about a person.

Your complaint will be investigated and you will be informed of what action has taken place to ensure that everything has been resolved in the best way possible for all concerned. You will receive feedback when the complaint is resolved, or we will provide you with an update, within 30 working days from the date of the complaint.

What if I am still not happy?

If you are dissatisfied with the outcome when you receive a letter of response from HDAA, the matter will be referred to a HDAA Advisory Council member who will document an outcome. This decision will be the final response of HDAA. If the decision of the Advisory Council member is not accepted, the complainant can at that time escalate the complaint to the HDAA accreditation body (JASANZ) who then will take responsibility for responding to the complaint.

Appeals to certification or accreditation

There may be an occasion where the client wishes to appeal the assessment report. HDAA expects these situations would be rare especially in view of its objective based assessing and approach to building a transparent relationship with the client.

However should the client wish to appeal the final assessment report result, the following process applies:

1. The appeal should be received within 20 working days of a certification or accreditation decision being made.
2. HDAA will acknowledge the appeal in writing and describe the appeal process.
3. A lead assessor will review all information and decide whether a change to the final report is justified. If so, a report is provided to HDAA with recommendation for approval.
4. If no change is justified, the matter is referred to the Health and Human Services Manager (who has not been involved in the assessment team for the specified client) or an independent contractor, who reviews all information and recommends whether a change is justified.
5. If the Health and Human Services Manager determines that no change can be made to the report then an option will be to re-assess the disputed areas with a different assessor (subject to cost implications).
6. If no agreement is reached with the client the dispute may be referred to mediation or if the client agrees, the Agreement between HDAA and the client is terminated.

Complaints regarding certified or accredited HDAA clients

When HDAA receives a complaint regarding a certified or accredited client a similar process applies. A complainant must be able to support the complaint with evidence and show that all attempts have been made to resolve the issue at the lowest level (i.e. with the client) before contacting HDAA.

When a complaint regarding HDAA certified or accredited client is received, the following process will apply:

1. All complaints shall be documented in writing and shall be recorded in the HDAA Complaints Log.
2. Any complaint will be acknowledged in writing and the results of any complaint will be responded to in writing.
3. The complainant will be advised of this complaints process.
4. Complaints must be raised within 30 working days of the occurrence of the complaint.
5. Within 5 working days of receiving a written complaint, an acknowledgement will be sent to the complainant or appellant stating who is investigating the complaint and identifying action to be taken within 15 working days.
6. A resolution within 30 working days will occur unless an agreement with the complainant or appellant cannot be reached.
7. Where appropriate, any concerns or issues will be raised with the person directly involved in the first instance. Any issue or concern raised will include a statement of possible resolution. The persons involved will use their best endeavours to reach a satisfactory solution and the Health and Human Services Manager will be informed of the proposed resolution.
8. The complaint log will be completed when the complaint is finalised.
9. The complainant will receive information on the outcome of the complaint investigation.
10. If no resolution can be achieved to the complaint, the complainant can, at that time, may escalate the complaint to the HDAA accreditation body (JASANZ) which may then agree to take responsibility for responding to the complaint.

Gifts or inducements

To manage any conflict of interest, HDAA policy is that no gifts, inducements or benefits shall be accepted without the written prior approval of the Health and Human Services Manager. A gift is deemed to be any item or benefit that is offered in excess of $50 (excluding GST). The HDAA recipient needs to provide the Health and Human Services Manager with a description of: a) the gift, b) the donor, c) the purpose of the gift, and d) the value of the gift.

It is acknowledged that members of the assessment team may be asked to participate in morning and afternoon teas, lunch or dinner and that this is not considered as a gift or inducement.

All records of gifts received will be kept in the HDAA Gift Register and an acknowledgement of the gift will be sent to the donor by HDAA.