Service Standards
Our commitment to you
- we will listen to your concerns
- we will treat you with courtesy
- we will work cooperatively with all parties to explore options to resolve the issues
- if we cannot assist you we will try to refer you to someone who can
- our advice to all parties will be independent, impartial and honest
- we will regularly monitor our standards to ensure we maintain a high level of integrity and performance.
Accessibility
- our internet site includes information and guidance for service users about lodging complaints
- our internet site includes information and guidance for service providers about handling complaints
- our internet site aims to meet the needs of people using adaptive technology
- you can Contact Us by e-mail
- you can lodge a complaint by post or online
- we provide a free enquiry service
- the telephone enquiry service operates from Monday - Friday, 9AM - 5PM
- our toll free enquiry service telephone number for callers in country SA is 1800 232 007
- if we cannot answer your call you will be able to leave a message
- we will organise an interpreter for people with a non-English speaking background
- telephone access is available for deaf, hearing impaired or speech impaired clients through the National Relay Service
- our office and toilets are accessible by wheelchair
- we provide nappy changing facilities
- we will assist people with special needs to lodge complaints
- outreach and visits beyond the Adelaide metropolitan area will be scheduled each year.
Timeliness
- we will follow up all telephone messages within 2 working days of receipt
- we will acknowledge all letters, faxes and emails within 10 working days of receipt
- we will try to finalise complaints accepted by HCSCC within 6 weeks. If this is not possible, we will keep all parties to the dispute informed about progress
- if your request for assistance falls outside our authority, we will endeavour to refer you promptly to an appropriate organisation.
Courtesy & sensitivity
- we will identify ourselves to all people who contact us
- our correspondence will always have a contact name and number included
- we will respect your right to privacy
- we will seek your permission to obtain any necessary information
- we will provide you with high quality information and advice
- we will provide information and guidelines in plain language
- we will give reasons for our decisions and recommendations.
Our expectations of you
- you will treat us with courtesy
- you will be honest in all your dealings with us
- you will provide us with information when requested to help us deal with the issue
- you will keep us informed of any developments that have a bearing on your complaint.
If you feel we haven't met our commitment to you
- first, try to resolve your concerns with the staff member you have been dealing with before asking for your case to be reviewed
- if this fails, or you feel it is inappropriate to seek further advice from the staff member you have been dealing with, please ask to speak to the Commissioner
- if you are still not satisfied, or you feel that phoning is not appropriate to your particular needs, please express your concerns in writing directly to the Commissioner Complaints about hcscc
- if after receiving the Commissioner’s response you are still dissatisfied,
you can contact the State Ombudsman by
- e-mail by selecting the EMAIL US option on the SA Ombudsman's page
- Web site www.ombudsman.sa.gov.au
- telephone 08 8226 8699
- toll free 1800 182 150
- facsimile 08 8226 8602
- or by writing to 50 Grenfell Street, East Wing, Level 5, Adelaide 5000.
