Brain Injury SA are committed to providing the best possible service and support for all users of the service. There are occasions however where people might not be happy with an aspect of service or support and feel they need to make a complaint or be heard on a particular issue.
Brain Injury SA are committed to supporting clients to make a complaint if they are unhappy with the service that is being provided without disadvantage, victimisation or retribution.
Clients might make a complaint about a person, service or something else they are not happy with.
As a client of Brain Injury SA, you will have any complaint or issue you raise dealt with in a timely manner, you will be well informed and treated with respect.
Client complaints also assist Brain Injury SA to ensure service provision is appropriate and where there are issues they can be addressed diligently.
Who should I complain to?
Brain Injury SA staff will support you to make a complaint either verbally or in writing. You can take your complaint to the person you have the issue with or to any other staff member at Brain Injury SA, including the CEO or the Board of Management.
What if I’m not happy with discussing my issue with the staff member involved?
If you do not feel comfortable talking with the person you are making the complaint about, you can write to or call Administration:
Ph: 08 82177600
Administration staff will take down your details and support you to lodge your complaint.
What will happen after I make a complaint?
There are several approaches Brain Injury may use to address complaints, this may include;
- mediation with yourself, supports, the staff member and/or the CEO
- the complaint being further investigated, depending on the severity of the claim
- the complainant being supported to lodge the claim with an investigatory body
- the CEO dealing with the complaint
These are not all of the possible outcomes of a complaint, and you are free to discuss what you feel is the appropriate action in respect to the complaint you have made.
What if I’m still not happy?
If you are not happy with the way your complaint has been dealt with the next avenue will be the:
For Advocacy Complaints:
Complaints Resolution and Referral Service
Freecall: 1800 800 052
TIS: 13 14 50
NRS: 1800 555 677
All Other Service Complaints:
Health and Community Service Complaints Commissioner
Country Call: 1800 232 007
Phone: 8226 8666