Complaints and Feedback Policy

Brain Sprout Clinic is committed to providing safe, respectful, accessible and high-quality services. We welcome feedback from clients, families, carers, support people and other people involved in our services as an opportunity to improve our practice.

Everyone has the right to provide feedback, raise a concern or make a complaint without being treated unfairly or disadvantaged in accessing appropriate services.

Providing Feedback or Making a Complaint

You can provide feedback, raise a concern or make a complaint by contacting Brain Sprout Clinic:

Email: admin@brainsproutclinic.com.au
Phone: (08) 7123 2997

Feedback or complaints may be made verbally or in writing. You may make a complaint yourself or have another person, such as a family member, advocate or support person, assist you or make a complaint on your behalf with appropriate authority.

You may request reasonable communication or accessibility adjustments to assist you in providing feedback or making a complaint. Please let us know how we can support you to participate in the process.

You may also make a complaint anonymously. We will consider anonymous complaints where reasonably possible, although our ability to investigate or respond may be limited if we do not have enough information.

How we respond

We will manage complaints respectfully, fairly, impartially and as confidentially as reasonably possible.

We will acknowledge your complaint and aim to respond within a reasonable timeframe. Where a matter requires further investigation, we will let you know and provide updates where appropriate.

Depending on the nature of the concern, we may speak with you and relevant people involved, review records or other information, and consider what action may be appropriate.

Where possible, we will provide you with an outcome or explanation and information about any actions taken in response to the complaint.

Where a complaint relates to the person who would ordinarily manage it, another appropriate person will review the complaint where reasonably possible to support a fair and impartial process.

Confidentiality

Information relating to complaints will be handled confidentially and only shared with people who reasonably need the information to review or respond to the matter, or where disclosure is otherwise permitted or required by law.

Brain Sprout Clinic may maintain appropriate records of complaints, actions taken and outcomes. These records will be managed in accordance with our Privacy Policy and applicable record-keeping requirements.

External Complaints

You may seek independent advice or contact an external complaints or regulatory body where appropriate. You do not have to make a complaint to Brain Sprout Clinic first where you have a right to approach an external body directly.

Depending on the nature of your concern, external options may include the South Australian health complaints body, the Australian Health Practitioner Regulation Agency for concerns relating to a registered health practitioner, the Office of the Australian Information Commissioner for privacy matters, or the NDIS Quality and Safeguards Commission for matters relating to applicable NDIS services.

Brain Sprout Clinic will cooperate with external complaints and regulatory processes where required.

Brain Sprout Clinic remains committed to responding openly and respectfully to concerns and working collaboratively towards resolution.

If you would like to provide feedback, raise a concern or make a complaint, please contact:

Brain Sprout Clinic

Email: admin@brainsproutclinic.com.au

Phone: (08) 7123 2997