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?
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.