Complaints and Incidents
Policy . Procedure . Form
Lemon Drops Kids Therapy is committed to handling and resolving client complaints or incidents in a confidential, fair and timely manner.
What is a Complaint?
A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
What is an Incident?
Acts, omissions, events or circumstances that occur in connection with providing therapeutic services that caused harm to the client.
Acts by a client that occur in connection with providing therapeutic services to the client and which have caused serious harm, or a risk of serious harm, to another person.
Reportable incidents that have or are alleged to have occurred in connection with providing therapeutic services.
Can an anonymous complaint be made?
Some clients may wish to remain anonymous in making their complaint. This preference will be respected. An anonymous complaint may be submitted by printing the Complaints & Incidents form from the Lemon Drops website and either posting the form to Lemon Drops or send the complaint via email to management@lemondropskidstherapy.com.au or by contacting a third party agency that is relevant to the person. Please fill in the below form and contact the appropriate third party if you desire. If possible, Lemon Drops Kids Therapy would prefer to attempt to resolve the issue directly with the affected persons. Please note that if an anonymous complaint is received, it will not be possible for Lemon Drops to confirm receipt of the complaint.
Responding to complaints and Incidences:
Lemon Drops Kids Therapy aims to handle and resolve complaints and incidents as soon as possible, wherever possible, using the following process:
Please call or email the Practice Manager to arrange a time to discuss the complaint or incident. A Complaints and Incidents Report will be filled out during your meeting with the Director of Lemon Drops Kids Therapy. If you prefer to remain anonymous, please submit the below form via post or email (management@lemondropskidstherapy.com.au).
During the meeting every effort will be made to clarify understanding of the complaint or incident and ask the client how they would like it to be resolved. Wherever possible, attempts will be made to resolve the matter at this time.
If the circumstances do not allow the complaint or incident to be resolved immediately or requires further review or investigation, a resolution plan will be developed. This plan will be documented in the Complaints and Incidents Report.
All complaints or incidents of a serious nature will be treated accordingly, and may be referred to an appropriate third party by Lemon Drops Kids Therapy for further investigation if necessary ie Victoria Police, NDIS, AASW.
Lemon Drops Kids Therapy will advise the person making the complaint of the outcome of the complaint review or investigation process as soon as possible, and if required or requested, this outcome will be confirmed in writing.