Feedback Policy

1. Introduction

1.1 Purpose This policy outlines the rights of clients, carers, and stakeholders to provide feedback—positive or negative—and describes how Do Well OT manages and responds to that feedback. Compliments help us understand what we’re doing well. Complaints are seen as opportunities to improve.

Do Well OT is committed to a feedback culture that values all input, treats concerns seriously, and works toward respectful and timely resolution. This policy provides guidance on lodging and handling complaints in a consistent, fair, and impartial manner.

1.2 Scope

This policy applies to all clients, family members and carers, stakeholders, and staff of Do Well OT.

2. How Feedback Can Be Made

2.1 Providing Feedback

Feedback can be provided in any of the following ways:

• Verbally, in person or by phone
• In writing, using our Feedback Form (provided at the commencement of services)
• Online via our Contact Form
• By email: admin@dowellot.com.au
• By post: PO Box 631, BLACKWOOD, SA 5051

Clients are encouraged to raise concerns directly at the time of service where possible. If this is not appropriate or effective, feedback can be provided via the channels above. We encourage written feedback, as it helps ensure clarity and accurate documentation.

2.2 Information to Include

When submitting a compliment:

• Name of the service being acknowledged
• Specific details about the positive experience
• (Optional) Your contact details for follow-up or acknowledgment

When making a complaint:

• Your name and contact details (optional if anonymity preferred)
• Staff involved (if known)
• Description of the issue
• Actions taken (if any) to resolve it
• Relevant communication or documents

For improvement suggestions:

• Area of the service needing improvement
• Suggested changes or ideas
• (Optional) Contact details if you wish to be informed of changes

2.3 Assistance with Feedback or Complaints

If you need support to provide feedback, we can assist. You may also seek independent advocacy, especially if you are unsatisfied with our response. For aged care services, you can contact:

Aged Rights Advocacy Service (ARAS)

16 Hutt Street, Adelaide SA 5000

Phone: (08) 8232 5377

Email: aras@agedrights.asn.au

3. Next Steps, After We Receive Feedback

3.1 Acknowledgment & Response

If you provide contact details, we will:

• Acknowledge your feedback within 2 business days
• Provide a response or update within 21 business days (where required)

We may contact you for clarification or further information to support the resolution process. Where third-party providers are involved, we may consult with them as part of our investigation.

3.2 Recording & Managing Feedback

All feedback, particularly complaints, will be documented, including:

• Contact details of the person providing feedback (if provided)
• Nature and cause of the feedback/complaint
• Actions taken and outcomes reached
• All dates and communications

All personal information will be kept confidential and used solely for managing the feedback or complaint, in accordance with our Privacy Policy.

4. Continuous Improvement

Feedback is monitored to identify trends and areas for service improvement. This data is used as part of our ongoing quality and risk management strategy.

5. Policy Currency and Review

This policy is reviewed regularly to ensure it remains accurate and compliant. This is the most current version, you can request a hard copy by contacting Do Well OT via phone or email.

Original Creation Date: May 2025

Last Reviewed: 

Next Review Due: May 2026