Lutheran Care is committed to treating people who use our services with dignity and respect at all times. We welcome feedback and complaints, as they help us identify service improvement opportunities to increase customer satisfaction and respond effectively to individual cases of dissatisfaction.
Feedback and complaints will be acknowledged and dealt with quickly and fairly. This may require an investigation if necessary.
Feedback and Complaint Handling Process
You can take the following steps if you would like to follow-up on a particular matter.
1. Please first speak to the person the complaint is about. If a resolution is not possible, please ask to speak to the manager of the program or office.
2. If you are still not satisfied in the handling of the complaint, please complete either the Feedback Form or the Complaints Form and forward to the Community Services Director at the address below.
Community Services Director
PO Box 1020
PROSPECT EAST SA 5082
Or email to: firstname.lastname@example.org
3. Once the Community Services Director receives your form, you should receive an acknowledgement letter within 48 hours. Depending on the urgency of the feedback, you may receive a telephone call or email.
If the feedback contains a suggestion or compliment, it will be confidentially forwarded to the respective manager for their information.
If the feedback contains a complaint, it may require further investigation. In this case a decision should be made within 28 days of receiving the feedback form and a Complaint Finalisation Letter will be sent to you. If a decision is not made within 28 days, you will be notified of the delay via a Complaint Status Letter.
All feedback and complaints received are completely confidential.