Feedback

About Us

Facilitatrix provides professional, person-centred case coordination; mentoring; allied health and advocacy services for people of all abilities and backgrounds, as well as their families.

We are committed to achieving positive outcomes for our clients by providing a quality service that is flexible, client-focused and driven, and tailored to meet the needs of the individual.

We are passionate about empowering people to make positive lifestyle choices to enablethem to lead meaningful and fulfilling lives.

Feedback On Our Services

Facilitatrix welcomes all feedback from clients accessing our services. We understand that other organisations and members of the public may also wish to provide feedback about our services from time to time.

We encourage complainants to provide constructive feedback at the earliest possible opportunity to allow us to address any concerns they may have in a timely and collaborative fashion. We encourage complainants to seek the assistance of an independent advocate if they would like support through this process.

Equally we encourage those who have had a positive experience to share this with us so we can use that information to continuously improve our services and share this feedback with our team.

We aim to provide an open and transparent process when dealing with complaints and to respond to any complaints received in a timely fashion.

Where our internal processes do not result in a resolution of a complaint, we encourage the complainant to raise the matter with the appropriate external agency in the hope that this will result in a mutually agreeable resolution of the matter.

In dealing with compliments and complaints we subscribe to the following values:

  • Procedural fairness & natural justice
  • A staff Code of Conduct
  • A service culture free from discrimination & harassment
  • Transparent policies & procedures
  • Avenues for recourse & further investigation

Our Feedback Process

Compliments or complaints can be provided to any staff member in the first instance. The staff member will record the feedback provided and refer the matter to the appropriate person in the organisation. Where possible we aim to resolve complaints directly between the complainant and the staff member concerned. If this is not possible the matter will be dealt with by one of our Senior Management Team.

We aim to respond to all complaints within 10 business days. If the complainant is not satisfied with our response an internal review can be sought or we can assist the complainant to take the matter to an external agency. Any complaints concerning criminal matters will be referred to the police.

How to Provide Feedback

Complaints can be provided in the following ways:

  • In person to our staff
  • In writing
  • By telephone
  • Via our website

Complainants are encouraged to lodge their complaint in writing as this will assist with understanding the nature of the complaint.

Our contact details:

Email: info@facilitatrix.com.au
Phone: 0450 091478 or 0420 859722
Address: PO Box 5167, East Victoria Park, WA, 6981
Website: www.facilitatrix.com.au
Download the Compliments and Complaints PDF Document