Complaints Policy

PUBLIC COMPLAINTS POLICY

The purpose of this policy is to describe Way Forward’s approach to complaint management. In identifying, monitoring, and resolving complaints, our guiding principles are:

Objectivity

We will listen to your concerns and find the right solution

Confidentiality

We will respect your right to confidentiality

Responsiveness

We will proactively identify complaints, respond and resolve complaints as quickly as possible and actively identify and assist people who might need additional assistance

Transparency

We will keep you regularly informed throughout the process until the issue is resolved

Visibility

We will make sure that this Complaints Policy is available, including on the Way Forward website

We also commit to complying with the obligations imposed on us by ASIC Regulatory Guide 271 Internal Dispute Resolution.

What is a complaint?

We treat any expression of dissatisfaction with Way Forward, its products, services, staff or processes as a complaint that will be dealt with under this policy.

How do you lodge a complaint with Way Forward?

Complaints do not need to be lodged in writing. Way Forward is happy to receive complaints via the following methods, as well as social media:

Email: assist@wayforward.org.au

Phone: 1300 045 502

Mail:
Way Forward
Level 14, 333 Collins St
Melbourne VIC 3000

Options available to assist complainants who might need additional assistance to lodge a complaint:

To access the Australian Government’s free interpreting service please contact the National Translating and Interpreting Service (TIS) on 1800 131 450 or for further information about phone and on-site services please visit the TIS website.

For people who are deaf, hard of hearing or have a speech impairment, the National Relay Service provides free assistance. 24-hour contact information can be found on the National Relay Service website.

For anyone requiring an Auslan interpreter, please access the National Auslan Interpreter Booking and Payment System or contact Way Forward and we can assist with making this booking.

Way Forward’s key steps for dealing with complaints

Step 1. Acknowledgment

We will acknowledge your complaint within 1 business day of receipt either by phone or in writing.

Step 2. Initial assessment

An initial assessment will be made to determine the nature of your complaint, its urgency and severity and to help determine a possible solution. This assessment will include a Way Forward staff member who has not been involved in the issue contacting you.

When a staff member contacts you about a complaint they will:

Identify themselves
Confirm the details of the complaint and the desired outcome
Record the details in the complaints register
Explain the proposed course of action and timing to you

Step 3. Investigation

After understanding the nature of the complaint, the investigating staff member will undertake the following:

Collate and document the facts and timing related to the event, including a review of call recordings where appropriate
Assess the basis of the complaint, ensuring a fair, reasonable and objective approach
If appropriate, determine what remediation is needed to address your complaint.

Step 4. Final response

At the conclusion of the investigation we will:

Unless the complaint has been resolved to your satisfaction within 5 days we will provide a written response outlining the investigation outcome
If your complaint has been rejected, we will explain the reasons for doing that in plain language
Explain that you have the right to take your complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA) and provide their contact details (see below).

The amount of detail provided in our written response will reflect the complexity of the complaint.

Response timeframes

Acknowledgement of receipt

Verbal or in writing

Within 1 business day

Respond to the complaint

Verbal or in writing

Within 21 calendar days

If you are not happy with the outcome of your complaint

Way Forward is a member of the Australian Financial Complaints Authority (AFCA) which handles disputes in relation to our clients.

If we have been unable to resolve your complaint, you have the right to take the complaint to AFCA.

Contact details for AFCA are:

The Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001