COMPLAINTS OR ISSUES?


HunterCrying Face  Integrated Care Inc. will provide client service according to our policies and procedures. However, our resources are limited by government funding and on occasions we may be unable to provide the service requested. When a service is unable to be provided, the reasons should be explained to the client, and where possible alternative options suggested or with the clients permission arrange referral to another agency.
The client may apply for service again at any time in the future, without prejudice.
The client may appeal the original decision about the type, amount or frequency of the initial service in addition to any issue whilst receiving care.

The various methods a client and/or carer can raise an issue with Hunter Integrated Care are:
  • Directly with the employee or volunteer providing the service
  • Your Case Manager,
  • The Operations Manager or Chief Executive Officer , Hunter Integrated Care Inc.
  • The Chairperson, Hunter Integrated Care Inc.
Clients may request their complaint to be reviewed by the Chief Executive Officer or Board if they are unhappy with the outcome of their initial complaint or appeal.
All complaints are treated confidentially and taken seriously and are welcomed as a way of improving our services. This means only Management and the staff member involved should know of the issue.
If the client is unhappy with the result of internal investigations they have the right to contact the following;
  • NSW Ombudsman, 1800 451 524, or
  • the federal government Aged Care Complaints Resolution Scheme, 1800 550 552