Feedback and Complaints Process
Mental
Health Online is committed to providing all its consumers with the
highest standard of service. But if we get things wrong or don’t handle
an issue the way you’d like, we encourage you to contact us and let us
know how we can do better.
Your feedback helps us:
We read everyone’s feedback and we will always try to resolve the issue, just let us know.
If
you want to make a formal complaint, follow the three steps below.
We will handle your complaint in an open and trustworthy way and give
you clear time frames for how we’ll respond. We will also keep
your complaint private, only relevant staff who need to be involved to
review and respond to your complaint will have access.
You can make a complaint using contactmho@swin.edu.au or our Feedback Form. Please give us as much detail as possible.
If
your complaint relates to a service we’ve provided you, we’ll look
through our records and use the relevant information to try and help
you.
If you want your complaint to be anonymous please use the Feedback Form,
leave the "Your Details" section blank and select "No" to "Would you
like us to contact you to respond to your message. We will record your
message and use your anonymous feedback to improve how we do things in
the future.
Step 2: We’ll assign someone to help you
If you asked us to get back to you, we’ll be in touch with you via email within 3 working days.
The person who can help you best will be the one who contacts you.
Step 3: We get back to you with a resolution
We'll come
back with a resolution to your complaint within 20 days. If it's more
complicated, we’ll let you know and provide you with a revised timeframe
for resolution. The time it takes us to give you an outcome depends on
the type and complexity of the issue you’ve raised.
To help resolve your complaint, we may:
offer an apology
review the wording of our website or program content
give more training to staff or update our policies, or
If your complaint is about privacy
If you’re not happy with how we’ve handled your personal information you can complete our Feedback Form or email contactmho@swin.edu.au directly. Complaints should be lodged within 45 days of you becoming aware of the alleged interference with your privacy.
Explain the effect the breach has had on you
Outline what you’d like us to do
Give us time to respond. (We’ll normally respond within 30 days, and we’ll keep you informed of our progress along the way).
Remember to save a copy of your complaint.
There are a number of outcomes:
We may find there was no evidence to suggest the alleged conduct occurred
The alleged conduct did occur, but it complied with the law
The alleged conduct occurred and there was a breach.
If
a breach of your privacy did occur, we may offer an apology, review the
wording of our website and privacy policy, change our processes, give
more training to staff, or offer some kind of other remediation.
What to do if you’re not satisfied with the outcome
There are steps you can take if you are not satisfied with the outcome of your complaint:
Your privacy when you make a complaint
We
treat all your personal information and any complaint you make with
respect and keep it private, in line with our Feedback Management
Policy.
Give feedback on this policy
We’re always
looking for ways to keep improving. If you’ve got any questions or
feedback about this or any of our policies please let us know by emailing us at contactmho@swin.edu.au or using our Feedback Form.