Feedback/complaints

Feedback/complaints

PODC welcomes your feedback and we welcome working with service users to resolve any complaints about the service we provide. 

PODC is committed to ensuring that any person or organisation using our services or affected by our operations has the right to lodge a complaint or to appeal a decision of the organisation and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.

PODC welcomes the rights of service users to be involved in the development of PODC complaints management processes and strategies. PODC complaints policy is reviewed every 2 years and service users are notified prior to this review timeframe for input and feedback.  If service users are not satisfied with the resolution of the issue or the PODC complaint process or if a breach of PODC duty of care is suspected, they can contact the NSW Ombudsman to progress a complaint. visit:

https://www.ombo.nsw.gov.au/complaints/making-a-complaint

PODC will:
• consider all complaints it receives
• treat all complainants with respect, recognising that the issue of complaint is important to the complainant
• maintain confidentiality of parties involved, keeping any information private to those directly involved in the complaint and its resolution
• ensure advocacy is available to clients who make a complaint and require support
• resolve complaints, where possible, to the satisfaction of the complainant
• deal with all complaints in a timely manner
• keep parties to the complaint informed of progress of the complaint
• ensure all service users, stakeholders and members are aware of the complaints policy and procedures
• ensure that a complainant is not penalised in any way or prevented from use of services during the progress of an issue.
• ensure that feedback data (both positive and negative) is considered in organisational reviews and in planning service improvements.

If you would like to complain or leave feedback, please complete the complaints form and return to the  PODC Coordinator at info@podc.og.au or post to PO BOX 4748 North Rocks NSW 2151.  A response will be sent to you within 14 working days.
 




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