Complaints

You have the right to question

Your complaints and concerns are welcomed

Mental Health Families and Friends Tasmania values the input of participants, employees, students, volunteers and service providers. We’d like to ensure that any visitor or program participant feels comfortable and able to share their concerns or, make a complaint if they wish.

We treat all complaints, concerns, and issues seriously and with respect. We are committed to continually improving our services and programs. Your feedback is welcomed.

Making a complaint will not affect the way you receive services in any way. Your complaint could improve how we do things. And we’re big fans of improvement.

We’ll be collaborative, and work with you toward resolving the complaint in a fair way, and in the shortest possible time.

All complaints are treated confidentially.

Below are details about a range of ways you can submit a complaint

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 please 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 [telnumlink]6228 7448[/telnumlink]

If you’re 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’ll be kept up to date on the progress, outcomes, and next steps.

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 actioned 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 timeframe can’t be met, you’ll be informed of the reasons why and of the alternative timeframe.

Resolving the complaint

  • You’ll 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’re not satisfied with the investigation and proposed resolution of your complaint or appeal, you can seek a further review from the President within 14 days.
  • If you’re dissatisfied with the outcome, you’ll 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.

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