Emma House believes that clients are partners in designing and improving our services. We can only do this by hearing your ideas, thoughts and opinions about how we can do things better. We would like to hear from our all our clients including those from culturally and linguistically diverse cultures, Aboriginal and Torres Strait Islanders, the LGBTQI+ community and people living with disability.
We have two different online mechanisms for doing this, our client satisfaction survey’s which asks specific questions about the service we provide you and our client feedback form where you can provide us with complaints, compliments or suggestions. You can also contact by phone or in person to provide your feedback.
Further information about each of these opportunities to help improve our service are below.
Client Satisfaction Surveys
As a client of Emma House we would appreciate you completing a short survey to provide us with feedback on your experience with us. Your survey responses will be kept confidential unless you choose to provide your details. If you provide your details we may contact you to discuss your results.
Please click on the relevant link below to complete the Service Evaluation survey.
If you would like to complete a hard copy survey form please contact us via the options on the Contact Us page.
Feedback
If you have concerns about your experience while a client of Emma House, you have the right and are encouraged to let us know. For example if you believe you have been treated unfairly or discriminated against, if you believe your rights are not being met, or if you feel staff behaviour is unprofessional.
All complaints will be taken seriously and are welcomed. Emma House sees the complaint process as an opportunity to continually improve our service and an important way of making sure your rights are protected. We welcome all feedback – compliments, complaints and suggestions and take them all seriously.
You can complete an electronic form Client Feedback or contact us on 03 5561 1934 if you would like a paper form.
Once your form has been submitted, a senior staff member will contact you within 2 working days to discuss with you the best way to try and resolve your concerns. Please be aware that you can provide your feedback anonymously if you wish. This means that we won’t be able let you know what we have done or changed because of your feedback.
Compliments
We are always working to provide you with a better service, so when we provide you with great service, we love to hear about it.
Suggestion
Got an idea about something we can do to improve our service? Let us know.
Complaints
If you’ve got concerns about your worker or the way your service is delivered, we need to know. If you feel comfortable you can ask to talk to the manager of the program or the Chief Executive Officer to tell them about your concerns. You can do this in person or over the phone. If you’re not comfortable speaking with someone, you can complete an an electronic Client Feedback form, or email quality@emmahouse.org.au.
We aim to resolve all complaints within 30 days, but this will depend on the severity of the complaint.
If you are not satisfied at any stage of the process you can lodge an appeal with the Ombudsmen Victoria on 1800 806 314 or at www.ombudsmen.vic.gov.au.
