Page 41 - Staff Handbook 2024

Customer Compliments and
Complaints
At Just Better Care we encourage
customers to provide feedback, which
may be in the form of a compliment or
a complaint.
Customer feedback can be provided in
a number of ways, including verbally,
in writing, directly to Just Better Care
Australia or a Franchisee, or to an
external organisation such as the
NDIS Commission or the Aged Care
Complaints Commissioner.
Regardless of how customer feedback
is received, we are required to
document and address all feedback.
At Just Better Care we recognise
that complaints can be challenging
to receive; however, if addressed
correctly they can provide Just Better
Care with an opportunity to develop
and improve the services we provide
to customers.
If you receive positive or negative
feedback from a customer, you are
required to inform your Just Better
Care office as soon as possible.
Open Disclosure
Just Better Care works to ensure the
safety of its customers at all times,
focusing on preventing incidents and
harm to those customers we provide
services to.
We are committed to continuously
improving performance through
effective reporting and management
of incidents that may have caused
harm or could potentially have
caused harm.
We recognise the need to
communicate openly with a customer
when things go wrong, addressing
any immediate needs or concerns and
providing support, apologising and
explaining the steps we have taken to
prevent it happening again.
Reporting Additional Concerns
You have a duty of care to maintain the
safety and wellbeing of our customers.
You may sometimes observe
circumstances that cause you concern;
always report these concerns to your
Coordinator as soon as possible.
Please notify your Coordinator if you
observe any incidents, hazards, risks,
changes in health, injuries or indicators
of abuse or neglect with any customer.
Examples might include (but are not
limited to):
•
Unexplained physical injuries
•
Nervous behaviour in the presence
of a particular individual
•
Changes in behaviour, such as a
new reluctance to talk openly or
avoidance of face or eye contact
•
A significant decline in health or
level
of ability
•
Dehydration or unexplained
weight loss
•
Obvious signs of lack of food
•
Poor personal hygiene
•
Discrepancies regarding the
management of a customer’s funds.
Report only the facts of what you
observe and do not make any
judgements.
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