Your feedback provides us with the opportunity to celebrate individuals who have gone above and beyond, or to identify where things aren't as they should be, to address any issues and to take positive steps to prevent such an event from happening again. To be the best we can be, we need your help – and your feedback.
Anyone! We welcome feedback from our clients, their family members and friends, as well as our employees, volunteers, visitors and support partners. We want your feedback so that we know when we are on track, or if we need to improve our service in some way. Any feedback you give us will be treated confidentially and we will respect your privacy. You can choose to remain anonymous if you wish, but this may limit how we can respond to your feedback.
Your feedback will be recorded. It will be acknowledged in person, by phone, letter or email. We are committed to being open and honest with our customers, allowing you to feel supported and encouraged to raise concerns if something has gone wrong. If this happens we will address any immediate needs or concerns, apologise for what has happened, provide support and explain the steps we will take to prevent it from happening again. If we receive an anonymous complaint, we will accept it, treat it seriously and seek to address any issues raised as best as we can. Please be aware that we may decline to respond to feedback that is frivolous or malicious.
If you pass on a suggestion, compliment or complaint we ensure the items are actioned by the appropriate member of management and that the people involved receive your feedback, unless you have requested for this not to occur.
We are also here to help if you need assistance in giving us feedback. This may include the provision of an interpreter or it may be organising a time for us to discuss your feedback face to face.
If you’re unhappy with the way we have handled your feedback, you can write to the Chief Executive Officer at
BaptistCare
PO Box 7626
Norwest NSW 2153
If the matter remains unresolved, you can choose to contact the relevant external agency, as outlined below.
