Feedback, Compliments and Complaints

 Participants/clients are encouraged to share their thoughts regarding the service received at Educational Case Management Pty Ltd. Whether positive or negative feedback, it is an important way for Educational Case Management Pty Ltd to review and assess their procedures and service. We appreciate all comments submitted. 

Why feedback is important for everyone

 Feedback allows Educational Case Management Pty Ltd to ensure that they are providing efficient and effective service and that participants/clients are receiving a service based on a combination of evidence-based practice and practice-based evidence. 

 Examples: 

  • Participant/client or you know of someone that has had a negative experience with Educational Case Management Pty Ltd 

  • Participant/client or you know of someone that has had a positive experience with Educational Case Management Pty Ltd 

  • Participant/client or you know of someone that wants to inform Educational Case Management Pty Ltd of a possible change that should be addressed in supporting Participant/client 

  • Participant/client or you know of someone that has an idea on how we can better serve our Participants/clients. 

 

Participants/clients feedback and complaints will be handled respectfully and sensitively. Participants/clients will not be treated differently or disadvantaged for informing Educational Case Management Pty Ltd on their personal opinion. 

How to give feedback

Your feedback can be provided to us anonymously however if you would like us to make a change directly relating to your particular service or circumstances, it is helpful for us to know who you are, so we can address it as quickly as possible. 

The best ways to provide feedback anonymously are: 

  • Mail: Attention Practice Manager, Educational Case Management Pty Ltd Unit 3, 56 Hudson Street, Hamilton. 2303 

 

Other ways to provide Feedback, Compliments, and Complaints:

What happens once you provide feedback

Educational Case Management Pty Ltd has a formal procedure to ensure that your feedback is heard and responded to within reasonable timeframes: 

  • Upon receiving a complaint, Educational Case Management Pty Ltd will provide a response within seven days 

  • Educational Case Management Pty Ltd will resolve the issue within 30 days. If this does not occur an explanation ‘why’ will be supplied. 

  • Educational Case Management Pty Ltd will record all Feedback, Compliment, or Complaints about future reviewing (Educational Case Management Pty Ltd follows provisions set out in Mandatory Reporting Legislation). 

An alternative process to be considered by participant/client 

If you are still unsure or have any questions about our Responsibility Summary, please contact us on 02 4969 8060 or email info@ecmonhudson.com