Feedback - ac.care

Feedback

Your feedback helps us to deliver better services.

ac.care understands you may find making a complaint difficult and sometimes it takes a lot of courage. It is important we do hear from you, because:

we value your opinion and want to find good solutions
complaints are a good opportunity to resolve your concerns
complaints or concerns can help us change the way we work with you.

How do I give feedback, complain or raise a concern?

Please let us know as soon as possible after a problem occurs.
Help us to better understand your feedback with clear and correct information.
Think about what you would like done to improve or put things right.

Who can I talk to?

1. It is best to provide feedback or raise the concern with the relevant staff member first.

2. If you are not satisfied with the outcome, you can speak to the line manager of the staff member.

3. If you are still not satisfied, you can make a formal complaint:

In person at any ac.care office or community centre (see back page). Staff can assist you with the process for making a complaint/concern
In writing addressed to:
ac.care
PO Box 184
Mount Gambier SA 5290
By email: feedback@accare.org.au
Download a 'Formal Complaint' form (below)

For more information about the process of submitting a formal complaint, download the 'client feedback and complaints' flyer (below).

Download Flyers and Forms

ac.care Client Feedback and Complaints Flyer (PDF)

ac.care Formal Complaint Form (Word)

ac.care Formal Complaint Form (Fillable PDF)

Code of conduct

At ac.care, we have a Code of Conduct which is a set of rules telling our staff what behaviour is and is not okay. This video is to tell you a bit more about what you, as an ac.care client, can expect from us.

Our code of conduct has a lot of information, including

Using ac.care’s equipment like phones, computers and cars,
Having safe and respectful relationships with clients,
Using social media,
Working respectfully with Aboriginal and Torres Strait Islander people,
Keeping ourselves and others safe in the workplace,
Letting someone know if another staff member or volunteer is not following the Code of Conduct
Keeping our clients’ information confidential, and
How to work safely with children and young people.

It’s important to us that children and young people who are our clients can be safe and feel safe, and we want you to understand your rights. There are rules about how our staff are with children and young people. ac.care staff and volunteers are not allowed to:

Meet with you outside of work time, either in person or online
Have any kind of sexual contact with you
Take photos of you without their consent
Take photos of you on their personal device
Ask you to keep a relationship secret
Do anything to physically hurt you
Physically restrain you (this means hold you and stop you from moving) unless they need to do this to make sure that you don’t hurt yourself or someone else

If staff don’t follow our Code of Conduct, ac.care needs to know about it. If you think a staff member hasn’t followed these rules, you can make a complaint.

If you’d like to see the Code of Conduct, you can ask anybody who works at ac.care to give you a copy. If you need help understanding it, they can read through it with you, and explain anything that you find a bit confusing.

What would you like to do?

Provide General Feedback Make a complaint

Provide General Feedback

Make a complaint