Feedback

The Schizophrenia Fellowship of NSW (the Fellowship) values feedback and recognises that opportunities to improve services and delivery of services arise from receipt of feedback in the form of compliments, comments and complaints.  The Fellowship’s Compliments, Comments and Complaints Policy is to ensure all feedback is captured and processed in a way that reconciles the interests of clients and the Fellowship whilst ensuring expectations of fairness are met. Feedback is used to improve our services and practices.

A compliment is defined as

  • Positive feedback about service provision, program delivery or specific staff members  or volunteers from clients (including members, consumers, carers, customers, other service providers, government agencies/ departments,  external as well as internal sources).

A comment is defined as:

  • Suggestion as to how the service could be improved.

A complaint is defined as:

  • Any allegation of impropriety or misconduct by a staff member or volunteer;
  • Any clearly articulated grievance about the handling of a matter, our policies, procedures or service;
  • "An expression of dissatisfaction made to an organisation, related to its products/ services, or the complaints handling process itself where a response or resolution is explicitly or implicitly expected" (AS ISO 10002:2006).

What are your rights?

  • You have the right to provide feedback whether positive or negative about the Fellowship.
  • You have the right to have a support person with you when you provide feedback.
  • You have the right to use an interpreter if you need one. (Translating and Interpreting Service 131 450).
  • You can provide feedback in a number of ways;
    • In person to any staff member
    • By telephone on 1800 985 944
    • By email to feedback@sfnsw.org.au
    • By submitting the feedback form on our website www.sfnsw.org.au
  • You have the right to complain to an external body if you are not satisfied with the outcome of your feedback.

If you would like to provide feedback to the Fellowship in the way of a compliment, comment or complaint,
please complete the Feedback Form and send it to the Complaints Officer.

Management and response to your feedback follows procedures as displayed in the Feedback Flowchart.