Complaints

COMPLAINTS

We aim to provide a high quality service, so we would like to know if you have any concerns. It is your right to make a complaint or voice any concerns you may have with services received from The Ella Centre.

In making a complaint you need to be reassured that:

  • Your service will not be affected if you make a complaint
  • At all times your complaint will be handled confidentially
  • You can stop the process at any time you like
  • You can nominate an advocate or ask The Ella Centre staff to find you an independent advocate.

You are encouraged to initially raise the issue with the staff member concerned. If you’re not satisfied with the outcome, or you’re not happy to discuss the matter with the staff member concerned, you should contact the Service Manager or The Ella Centre’s Chief Executive Officer. You can appoint an advocate to negotiate on your behalf if desired.

More detailed information regarding the complaints resolution procedure is available from The Ella Centre.


 


 


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