Complaints Handling Policy

Goals of the policy

erinOT values all feedback as it assists Erin to continually improve clinical services and customer service.

This policy has been designed to assist both clients and Erin.  erinOT is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible.  erinOT aims to make it easy for people to make a complaint if they are dissatisfied and will treat all clients making a complaint equally.

erinOT will make the complaint handling policy and procedure readily available so that clients are aware of their rights and opportunities to provide feedback.

Definition of a complaint

Complaints are defined as any expression of dissatisfaction or grievance made to staff by a client or member of the public in relation to the business.

Recording complaints

All complaints shall be referred to Erin Doyle, Director of erinOT.  When taking a complaint, the name and contact details of the client will be recorded, as well as full details of the complaint.  Details of all communication with the client and any actions to resolve the complaint will be recorded in the same place.

All complaints made, verbal or written, will be recorded in a secured excel spreadsheet at the time the complaint is made, or as soon as possible afterwards.  The complaint will be recorded by the Director.

Recorded complaints will also be monitored for any ongoing trends. Efforts will be made to resolve any ongoing issues, as a matter of urgency.

Clients’ personal details or details of their complaint will not be divulged to third parties, unless erinOT has their written consent.

Informing clients of progress

erinOT will strive to resolve all complaints within 2 business days.  Written complaints will be acknowledged promptly.

Clients will be given an approximate timeframe at the time they make their complaint.  Clients will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.

Clients will be informed of any changes to our services as a result of their complaint.

Where appropriate, clients who have had a complaint resolved, will be contacted at a later date to see if they are happy with how their complaint was handled.

Responding to complaints

All people making a complaint will be treated with courtesy.  Where possible, complaints will be resolved at the first point of contact by Erin Doyle.  Complaints will still be recorded.

If the complaint can’t be resolved immediately, the client will be given a timeframe, a contact person and details of our complaint handling process.

Escalation of complaints

If erinOT cannot resolve the complaint to the client’s satisfaction, details will be provided for how further action can be taken. For complaints regarding NDIS Services, the complaint should be taken to the NDIS Commission:

Phone: 1800 03 544

Or complete a Complaint Contact Form available online

Other complaints should be taken to the NSW Health Care Complaints Commission:

Phone: 1800 043 159

TTY service for the hearing impaired: (02) 9219 7555


Post: Locked Mail Bag 18, STRAWBERRY HILLS NSW 2012

Review of complaint handling policy and procedures

erinOT is committed to continuous improvement and this policy will be reviewed annually for effectiveness and updated.