You have the right to question.

Your complaints and concerns are welcomed.

Mental Health Families and Friends Tasmania (MHFFTas) values the input of participants, employees, volunteers and members at every level of the organisation. MHFFTas would like to ensure that any member, visitor or program participant feels comfortable and able to share concerns and make a complaint.

Complaints, concerns and issues at MHFFTas are treated seriously and with respect. MHFFTas is committed to continually improving its services and programs, so your feedback is welcomed.

Making a complaint will not affect the way you receive services in any way, but your complaint will likely improve how MHFFTas works. MHFFTas employees will work towards resolving the complaint with you in a fair way and in the shortest possible time. All complaints are treated confidentially.

Making a Complaint at MHFFTas

A complaint against an employee or service

• approach the relevant employee by telephone, in writing or in person, to try and sort out the problem in a direct way.
• if this does not work, or is not an option for you, then contact the Chief Executive Officer by telephone, in writing or in person.
• if the complaint is about the Chief Executive Officer, then contact the President.

Written complaints may be posted to Mental Health Families and Friends Tasmania, 2 Terry Street, Glenorchy, 7010 or email via our Contact page. Alternatively, contact MHFFTas on 6228 7448

If you are not happy with the outcome

• Participants or their advocates may lodge an appeal if they disagree with a decision made by the organisation, or by a staff member. An appeal should be made in writing and submitted to the CEO.

Support of an advocate

• you have the right to have an advocate with you.
• an advocate can be someone you know, for example a family member or friend.
• an advocate can be a worker from an advocacy service.

Resolving the complaint together

• at each stage you will be kept up to date on the progress, outcomes and next steps.

MHFFTas values your input. Employees will support you to make a complaint, have the complaint heard and to work together to resolve the complaint.

Complaint Process

Investigating the complaint

• Your complaint will be addressed within 2 working days of the complaint being received.
• You will be informed by letter within 21 days of the complaint being received of what is being done to investigate and resolve your issue.
• As far as possible, complaints or appeals will be investigated and resolved within 30 days of being received. If this time frame cannot be met, you will be informed of the reasons why and of the alternative time frame for resolution.

Resolving the complaint

• You will be informed of the outcome in writing.
• Upheld – what will be done to resolve the issue.
• Resolved – how this has been achieved.
• No further action – the reasons for this.
• Other options – for further action if required.

Reviewing the complaint

• If you are not satisfied with the investigation and proposed resolution of your complaint or appeal, you can seek a further review of the President within 14 days.
• If you are still not happy with the outcome you will be encouraged to contact the Human Rights and Equal Opportunity Commission, the State Equal Opportunity Commission (in relation to discrimination and sexual harassment) Fair Work Australia (in relation to unfair dismissal and breaches of awards and enterprise agreements) and the State and Commonwealth Ombudsman’s Office (in relation to the application of policies and procedures and administrative processes). You also have the right to use civil or criminal legal procedures to settle a complaint.