Feedback and Complaints Policy
AXIA Support is committed to providing exceptional care and services to our clients and participants. We value feedback, including complaints, as they provide us with the opportunity to improve our services and maintain high standards. Our Feedback and Complaints Policy outlines the process for receiving and responding to feedback and complaints.
1. Purpose
This policy aims to ensure that all feedback and complaints are handled fairly, efficiently, and effectively in a manner that respects the privacy of all involved.
2. Scope
This policy applies to all clients, participants, and staff within AXIA. It covers all services and operations conducted by AXIA.
3. Feedback and Complaints Lodgement
- How to Lodge a Complaint or Feedback:
- Clients and participants are encouraged to lodge feedback or complaints through our website: AXIA Support.
- Direct links to the feedback and complaints form are available on our homepage, and detailed instructions are provided to assist in the submission process.
- Alternatively, feedback or complaints can be lodged in person, via phone, or by writing to us directly.
4. Processing Feedback and Complaints
- Acknowledgement:
- All feedback and complaints received will be acknowledged within five working days of receipt.
- The complainant will receive confirmation of the receipt and a reference number to track their complaint.
- Assessment and Investigation:
- Each complaint will be assessed promptly and impartially. Necessary investigations will be conducted to gather all relevant facts, involving relevant parties only where absolutely necessary.
- The complexity of the complaint will determine the timeframe of the response; however, we aim to resolve all complaints within ten working days.
- Resolution and Closure:
- Complainants will be informed of the outcome of their complaint and any actions taken.
- If the resolution is delayed, regular updates will be provided to the complainant.
- Complaints will be considered closed when the complainant is satisfied with the outcome or after the appeals process is exhausted.
5. Privacy
- Protection of Information:
- All feedback and complaints will be handled with strict confidentiality. Information will only be accessible to staff directly involved in resolving the complaint.
- Personal information will be collected, used, and stored in accordance with the Australian Privacy Principles and our Privacy Policy.
- Anonymous Complaints:
- We accept anonymous complaints; however, they may be harder to investigate and resolve. We encourage complainants to provide contact information to facilitate a more effective resolution process.
6. Appeals
- Complainants who are dissatisfied with the outcome of their complaint have the right to appeal. An appeal must be lodged within ten working days of receiving the outcome.
- The appeal process will be handled by a senior staff member who was not involved in the initial complaint resolution.
7. Monitoring and Improvement
- All feedback and complaints are logged and reviewed regularly to identify patterns or systemic issues.
- This policy and the procedures will be reviewed annually to ensure they remain effective and relevant.
8. Contact Information
- For any questions or concerns about this policy or the handling of a complaint, please contact our support team at info@axciasupport.com.au.