How to complain about the Office

 

.

If you have an issue with the way the Guardian's Office has managed its relationship with you, we want to resolve it quickly and respectfully.  We value your right to complain and to help you, we have a  complaints policy and procedure.  You can make complaints in person, by phone or in writing.  The complaint may come directly from you, from an agency or from someone advocating for you.

What will happen to your complaint?

If possible,  raise your issue with  the staff member who has been involved in the matter.  They will try to resolve it on the spot which is often the quickest way.

If you do not want to discuss it with the staff member concerned or you are not satisfied with the outcome you can raise the matter directly with the Office staff  on 08 8226 8570 who will help you put your complaint in writing. or you can email your complaint directly to  [email protected].

The Guardian will arrange to meet with you.  You are welcome to  have a friend or supporter present at the meeting if you wish.

How long will this take?

We will try to resolve your complaint as quickly as possible.

Once you have lodged your written complaint you will be contacted  to explain the process.

We will arrange to meet you as soon as possible.

You will be kept informed of the progress of your complaint.

What information do you need to provide?

In order to help you with your complaint we need to know:

  • what the complaint or concern is about
  • details of what you are unhappy or concerned about
  • what you would like as an outcome

The Guardian may also collect other information from you during the process and from relevant third parties.

What can you do if you are unhappy with the proposed outcome?

If you are unhappy with the decision of the Guardian or if the complaint is about the Guardian you may wish to contact:

  • the State Ombudsman’s Office, ph. (08) 8226 8699, toll free 1800 182 150 (outside metro) or
  • the Health and Community Services Complaints Commissioner, ph.  (08) 8226 8666, 1800 232 007 (outside metro SA only) or fax (08) 8226 8602

You can download a printable a copy of our brochure How to complain about the Office of the Guardian in PDF.