Feedback and Complaints
At Interrelate, we value feedback about the quality of our services and use it to help us evaluate and
improve our services. All clients are provided with our Service Charter and Feedback Complaints
Process at the commencement of services.
Our Feedback and Complaints Process is:
Talk to the person involved
If they are uncomfortable talking with this person or are not satisfied with the outcome
Talk to one of our managers
If the complaint is about a manager or they are still not satisfied with the outcome
Write to the CEO of Interrelate
If they are still not satisfied a complaint has been resolved, they can contact our funding bodies
which are listed at www.interrelate.org.au/feedback
In 2014-15 there were six complaints escalated to the CEO and one complaint escalated to the
Department of Social Services. All complaints reached a satisfactory resolution for the client.
Research & Service Development
During 2014-15, one of the key Research & Service Development goals was to assist in refining and
improving a number of service development related areas. We believe that the quality of our staff
directly relates to the level of service that we deliver. As a result, the first initiatives undertaken
focused on supporting and developing our staff in the vitally important work they undertake.
The initial focus was the development of Interrelate’s Supervision and Support Framework. The
framework articulates the scope and atte ndance of staff at different types of supervision and
support sessions, and provides a number of documents to support the management of supervision
processes. This framework is a comprehensive guide which clarifies the functions of supervision and
support and the role of supervisors. It emphasises that supervision and support and performance
management, are distinct and separate functions.
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