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Complaints and Appeals Policy Statement

Our Commitment

Althea Projects is committed to providing safe, respectful, and responsive services. We welcome feedback, complaints, and appeals as an important opportunity to improve our services and ensure we are meeting the needs, rights, and expectations of the people we support. We encourage clients, families, carers, advocates, and other stakeholders to raise concerns about any aspect of our services. We are committed to ensuring that all people, including children and young people, feel safe, heard, and supported to provide feedback, raise concerns, make complaints, and participate in decisions that affect them. We will listen to and take concerns seriously and respond in a fair, respectful, timely, and child-centred manner. 

Your Right to Make a Complaint 

You have the right to: 

  • Make a complaint or appeal a decision that affects you. 
  • Be treated with dignity, respect, and fairness throughout the process. 
  • Receive support to make a complaint, including assistance from an advocate, support person, family member, or representative of your choice. 
  • Make a complaint anonymously, however recognising that this may limit our ability to provide feedback about the outcome. 
  • Have your privacy protected, with information shared only with those who need it to assess, investigate, and resolve the matter. 
  • Raise concerns without fear of disadvantage, discrimination, retaliation, or reduced access to services

Children and young people using our service also have the right to raise concerns, make complaints, and participate in decisions about matters affecting them. Information about the complaints process will be provided in ways that are accessible and suitable to the person’s age, communication needs, culture, and circumstances. Their views will be listened to, taken seriously, and considered in a way that is appropriate to their age, understanding, culture, and circumstances. Information about how to make a complaint or appeal, including making a privacy or human rights-based complaint, is available through our Client Service Charter, program information and induction materials, our website, and upon request at any time. 

How to Make a Complaint 

You can make a complaint or appeal in the way that is most comfortable for you, including by: 

  • Speaking with your worker or their manager. 
  • Speaking with any Althea Projects staff member. 
  • Submitting your complaint in writing by email or post. 
  • Asking an advocate, support person, family member, or representative to act on your behalf. 
  • Completing the online Feedback Form available on the Althea Projects website via the ‘contact us’. 
  • Children and young people may make a complaint on their own or with the support of a parent, carer, advocate, trusted adult, or other representative of their choice.

How We Handle Complaints and Appeals 

All complaints and appeals are considered by the appropriate person within the organisation. Depending on the nature and seriousness of the matter, this may be a worker, manager, CEO, or the Board. Where a complaint involves a child or young person, Althea Projects will take a child-centred approach. We will create opportunities for children and young people to express their views, ensure they feel safe and supported throughout the process, and consider their best interests when responding to concerns. 

Acknowledgement 

We will acknowledge receipt of your complaint or appeal in writing within 10 business days. 

Assessment and Resolution 

We will review the concerns raised and determine the most appropriate way to address the matter. This may include: 

  • Discussion and resolution between those involved. 
  • Review by a manager or senior staff member. 
  • Mediation facilitated by an independent third party. 
  • Referral to an external organisation where appropriate. 
  • Notification to relevant authorities where required by law. 

 We will seek to resolve complaints fairly and keep you informed throughout the process where appropriate. 

Outcome 

Following investigation and consideration of the matter: 

  • A written outcome will be provided within 60 days of the complaint or appeal being received. 
  • Privacy complaints and human rights complaints will receive a written outcome within 45 days. 
  • You will have the opportunity to discuss the outcome with an appropriate staff member, manager, executive representative, or Board representative. 
  • If you remain dissatisfied, we will provide information about review, appeal, and external complaint options. 

Appeals and External Complaints 

If you are dissatisfied with the outcome of your complaint, you may request a review of the decision by: 

  • The Chief Executive Officer. 
  • The Board. 
  • The relevant program funding or oversight body. 

You may also contact an external agency or complaint body at any stage of the complaints process. Depending on the nature of the matter, external options may include: 

  • Queensland Human Rights Commission 
  • Office of the Information Commissioner Queensland 
  • Queensland Ombudsman 
  • Queensland Civil and Administrative Tribunal (QCAT) 
  • Office of the Public Guardian 
  • Queensland Family and Child Commission 
  • Crime and Corruption Commission 
  • Department of Child Safety 
  • Department of Housing 
  • Department of Social Services 
  • Independent legal advice or other relevant regulatory authorities 

Concerns relating to the safety, wellbeing, or protection of a child or young person will be managed in accordance with Althea Projects’ child safeguarding policies, including any reporting obligations to relevant authorities. 

Advocacy and Support 

You may have an advocate, support person, family member, carer, or representative assist you at any stage of the complaints or appeals process.  Where another person is acting on your behalf, Althea Projects may require your consent before sharing information relating to the complaint. Children and young people may be supported by a trusted adult of their choice, unless doing so would present a risk to their safety or wellbeing 

Privacy and Confidentiality 

Complaint and appeal information will be handled confidentially and managed in accordance with privacy and recordkeeping requirements. Information will only be shared with those who need it to assess, investigate, resolve, review, or respond to the matter. Where a complaint involves a child or young person, information will be managed in a way that protects their safety, privacy, and wellbeing while meeting all legal and safeguarding obligations. 

No Disadvantage for Making a Complaint 

You will not be treated unfairly, disadvantaged, or denied access to services because you have made a complaint or appeal. Althea Projects values feedback and views complaints and appeals as an opportunity to improve the quality, safety, and effectiveness of our services. 

Continuous Improvement 

Althea Projects reviews complaints, appeals, feedback, and outcomes to identify opportunities for ongoing improvement. Information gathered through the complaints process is used to strengthen our services, improve client experiences, and enhance service quality and safety. 

 

If you have any enquiries in relation to making a complaint, please contact:

 

Paula La Rosa
CEO
Althea Projects
PO Box 905
Aitkenvale QLD 4814
Phone: 07 4779 3332