handling complaints

What is a complaint?

If you did not like the way something was done, the way you were treated or if you have a concern about someone else, ESSA and More will do listen and help you. If we cannot help you or you are not happy with the solution we give, you can take your complaint further or contact someone else.

You have the right to tell people and speak up if you have any concerns or did not like the service you or someone you know received. You also have the right to be listened to, respected and not be treated differently if you make a complaint. You can also do it anonymously. This means that you do not have to tell us that you made a complaint.

How ESSA handles complaints

After all our services are completed, we get participants or their persons of trust to sign our worker’s Shift Report Forms to approve the services. If you are not happy with the service you can leave a note on the report as it will be sent to the office, or you can choose to not sign it. Then you or the worker can call ESSA and we will follow it up. You can also call an ESSA operator on 03 9013 7721 or your Case Manager directly, or after filling the feedback form, we can contact you to work out a solution.

We will then inform you about our complaint and appeals procedures in more detail, as well as explain your rights and listen to you needs and concerns without judgment or treating you differently. The Case Manager will then undertake an investigation and enforcement action, document the information using reports and along with the director, change our policies to make sure that it does not happen to you, someone you know or others.

If you have made an anonymous complaint, we will still conduct an investigation and try to improve our services with the information we find.

Quick contacts:

ESSA and More:
03 9013 7721
www.essaonline.com.au
services@essaonline.com.au

Disability Services Commissioner

1800 677 342                TTY 1300 726 563
www.odsc.vic.gov.au
complaints@odsc.vic.gov.au

Mental Health Complaints Commissioner

1800 246 054                03 9032 3328   
www.mhcc.vic.gov.au
help@mhcc.vic.gov.au

Commonwealth Ombudsman
TTY 133 677 ask for 1300 362 072
www.ombudsman.gov.au

 ESSA AND MORE ACKNOWLEDGES THE AUSTRALIAN ABORIGINAL AND TORRES STRAIT ISLANDERS PEOPLES AS THE FIRST INHABITANTS AND THE TRADITIONAL CUSTODIANS OF THE LANDS WHERE WE LIVE LEARN AND WORK
 ©2018 ESSA AND MORE. MELBOURNE, VICTORIA, AUSTRALIA