Feedback and Complaints Information
Make a Joyful Noise Wellbeing and Counselling staff welcome any type of feedback provided by clients, families, stakeholders and the broader community. This may include feedback regarding staff members, services/programs, concerns or any other type of comment or suggestions you have about the organisation.
Feedback is valued by Make a Joyful Noise Wellbeing and Counselling and ensures continuous improvement of our services. Any staff member can be given feedback, and the below provides more information on how we manage feedback and complaints at Make a Joyful Noise Wellbeing and Counselling.
PROVIDING FEEDBACK OR COMPLAINTS
1. Who to contact?
Make a Joyful Noise Wellbeing and Counselling welcomes all feedback in order to help us to best continually improve our services. For all informal feedback, we encourage you to talk to Ruth Salisbury if you feel comfortable doing so in order to resolve any concerns. If you feel the matter has not been resolved, then the written feedback and complaints process can be followed.
To provide formal feedback or make a complaint, please use the hard copy provided to you at your initial appointment, using the copies sent to your email prior to your initial appointment, or via the links below. These can be submitted via email using the details below or handed to your counsellor in person.
Email: ruth.makeajoyfulnoise@gmail.com
Make a Joyful Noise Wellbeing and Counselling encourages you to make a complaint in writing where possible. We are also able to take complaints verbally in person.
2. Who can provide feedback or make a complaint?
Make a Joyful Noise Wellbeing and Counselling accepts feedback and complaints from any person whether on their own behalf, on behalf of another person or on behalf of a service. If a complaint is being lodged on behalf of a service, confirmation from senior management from that service will be sought.
3. What happens next
You will receive written acknowledgement of your feedback or complaint within three Make a Joyful Noise Wellbeing and Counselling’s operational business days of the feedback or complaint being received. (Contact us for details about what our operational business days are.) If the complaint requires more investigation, you will be provided with a timeframe for resolution.
Feedback and complaints will be dealt with in a manner which ensures access, equity, timeliness and accountability. The internal process includes seven stages: acknowledgement, assessment, planning, investigation, response/resolution, follow-up and review. Make a Joyful Noise Wellbeing and Counselling aims to investigate and resolve all complaints within two operational business weeks of receiving the complaint. If this time frame cannot be met, you will be informed of the reasons why, and of an alternative timeframe for resolution.
If you are not satisfied by the outcome of your complaint with Make a Joyful Noise – Wellbeing and counselling, you are welcome to submit a complaint with the Australian Counselling Association (ACA) at https://theaca.net.au/aca-directories/lodge-a-complaint
Any changes to our Feedback and Complaints policy will be updated here on our website: www.makeajoyfulnoise.com.au