WSA strives to provide clients with the excellent support to which they are entitled. We are, however, a “work-in-progress” and feedback from a range of sources is vital in helping us to stay on track and to continually improve our practices to meet the changing needs of the community over time. Clients are actively encouraged to tell us about any aspect of WSA service with which they are unhappy, and this helps us to redress any oversights and to make necessary changes to the way we operate. WSA assures clients that they will never be discriminated against for making a complaint. This is a basis right of all clients and we respect and encourage this. Written information regarding our complaints policy and mechanism is posted in a public area of the Shelter.
Client’s are encouraged to raise concerns or complaints with their Support Worker first. If a person prefers to complain directly with the Manager, or has a concern that has not been satisfactorily resolved by the Support Worker, the resident is encouraged to raise the matter with the Manager. This may be done either verbally or in writing. The Manager will make every reasonable effort to resolve the matter in a satisfactory and timely way. Staff are required to advise the Manager immediately if possible, and in all cases within 24 hours, of any significant complaint about any aspect of WSA or services we provide.
If the client’s concern is not able to be satisfactorily resolved using the above strategies, the resident is encouraged to write to the Management Committee at PO Box 4188, Armidale NSW.
If a satisfactory outcome is still not achieved clients are encouraged to telephone or write to the Office of the NSW Ombudsman. One of the roles of the Office of the NSW Ombudsman is to investigate complaints about services such as ours, and to make recommendations regarding resolution.
Complaints to the Ombudsman are to be directed to
“The Ombudsman NSW ”
Level 24
580 George St
Sydney 2000
Phone: 1800 451 524
