Effective from November 2020
Approved by: Chief Executive Officer
At a Glance
All Five Good Friends Members, workers and stakeholders have the opportunity to provide feedback about their service and experience. Complaints and feedback are encouraged and managed in a timely, fair and transparent manner and serve to guide improvements across the organisation and better outcomes for individuals.
This policy relates to all Five Good Friends Members, their key supports, and all Five Good Friends workers. Any person may provide feedback or make a complaint to the organisation and all workers are empowered to support our Members to provide feedback.
The purpose of this policy is to provide our clear position on the management of feedback, including complaints, within Five Good Friends.
- Complaint – is an expression of dissatisfaction with a support or service provided by Five Good Friends.
- Feedback – any information provided to us related to any aspect of our organisation. We identify complaints, comments, compliments, and opportunities for improvements as types of feedback that can be provided.
- Natural Justice – is the right of all people to a fair and unbiased hearing.
- Open Disclosure – means having open discussion with our stakeholders and includes:
- identifying when things go wrong
- acknowledging and expressing regret
- providing support to those affected
- finding out and explaining what happened, and
- learning from the experience.
- Procedural Fairness – in Five Good Friends this means we undertake a fair and unbiased approach to managing feedback.
- Worker – employees, contractors, Helpers and volunteers.
- We are committed to an effective feedback management system that supports improved outcomes and experience for individuals and learning for the organisation.