Our policies, procedures and guidelines ensure we uphold the integrity of our work and that we are always working in the best interests of our consumers
Here are some of those policies:
Whether you wish to compliment us about something or make a complaint, your feedback is very important in helping us improve our service and systems.
Compliments are expressions of praise, encouragement or gratitude about the services we deliver.
If you felt the service you (or someone under your care) received from us did not meet your expectations, you have the right to make a complaint.
Your complaints are recorded and help us to improve our services. All complaints are handled with sensitivity and in confidence. You can expect to be treated fairly and for your service to continue uninterrupted.
You also have the right to involve an advocate, family member or friend for support or guidance if you would like.
How to lodge a compliment or complaint
Other useful resources:
Consumer Affairs Victoria
Ph: 1300 558 181
Health Services Commissioner – Make A Complaint
Ph: 1300 582 113
Toll Free: 1800 136 066
Ph: 9613 6222 Free Call: 1800 806 314
Ph: 1300 666 444
Victorian Equal Opportunity & Human Rights Commission
Ph: 1300 292 153
NDIS Commission – Make A Complaint
Ph: 1800 035 544
TTY: 133 677
VALID - Victorian Advocacy League for Individuals with Disability
Ph: 9416 4003
Freecall: 1800 655 570 (Rural Victoria only)
Department of Health and Human Services
Complaints, Integrity and Privacy Unit (CIPu)
Ph: 1300 884 706
Department of Education and Training
Ph: 8765 5600
Email: email@example.com (South Eastern Victoria Region)
Homelessness Advocacy Service (Vic)
Free Call:1800 066 256
Department of Justice
Ph: 1800 819 817
We define diversity as valuing and respecting differences so we promote and encourage an inclusive society that provides opportunities for all people to fully participate in our organisation and in public and civil life.
Our Diversity Policy is key to guiding our practices and processes so that we are inclusive of all people regardless of their race, sexual identity, gender, ethnic group, age, personality, learning style, tenure, organisational function, education, background and more. As a result, we are proud to have staff from diverse backgrounds.
For consumers requiring additional assistance we are able to engage a registered interpreter.
We collect personal information from you when it is reasonably necessary for a business purpose. That means we collect it to supply you with the services and/or products you have asked for and to provide you with the best possible service.
Other reasons we collect personal information are to:
We may collect personal information like your name, address, date of birth, gender, occupation, location, contact details or payment details depending on the activity you undertake with us. There are a few different ways we collect this information.
We believe that children in contact with our service should:
Everyone who works here does their best to make sure children are protected from harm.
Compliments & Complaints
We like receiving feedback about our services because it helps us improve what we do.
Whether you would like to pay us a compliment or make a complaint we encourage you to tell us what's on your mind.
Windermere is committed to equity & equality for consumers and employees, this by building diverse and inclusive services and work environments, where all peoples from Aboriginal & Torres Strait Islander, Culturally & Linguistically Diverse, LGBTIQ+ Communities and those living with disability will know and feel accepted, affirmed, safe and celebrated. Windermere is delivering this through the continued development and implementation of our Welcoming and Inclusion Strategy 2021-2024. All forms of discrimination, including that based on race, culture, ethnicity, religion, age, disability, sexual orientation and gender identity, will not be tolerated. All employees, consumers and visitors are expected to behave in non-discriminatory ways.
© Copyright 2023 by Windermere Child and Family Services.