Child Protection can provide clients and community members the opportunity to provide meaningful feedback about services they have received or experienced. Along with other forms of feedback, the compliments and complaints process provides an opportunity to contribute to the improvement of the delivery and effectiveness of Government services.
Resolving complaints at the earliest opportunity, in a way that respects and values a person’s feedback, is an important factor in ensuring a person feels heard and valued in the feedback process. To facilitate this, the department has a responsive, efficient, effective and fair feedback management system that respects everyone’s right to express their opinion about services and recognises the value of the client voice and lived experience to inform program design and improvement.
The department’s feedback management procedure, including compliments and complaints, provides guidance for staff in managing feedback matters. Information is accessible via this link: https://dhhsvicgovau.sharepoint.com/sites/dffh/SitePages/Managing-feedback.aspx.
The Deputy Area Operations manager, Child Protection Director and Area Executive Director should be informed about serious (Tier 2 and Tier 3) complaints.