Client info

What if I am not happy with the service?

Footprints aims to provide a high quality service, please let us know if you have any concerns with the service. We value clients’ comments and ideas as you could suggest something that may assist others or solve a problem that we do not know about.

Grievances and complaints are dealt with by those directly involved within a period of five (5) working days.

If the matter is not resolved by your case manager, the relevant Program Coordinator is notified and investigates the grievance/complaint. The Program Coordinator informs the Senior Manager/Chief Executive Officer of the complaint.

If the complaint/grievance is still unresolved, the complainant or their advocate may write to the Chief Executive Officer and arrange a time to discuss the issue and reach a resolution.

If the complainant is still not satisfied with the response, a letter may be written to the Board President, marked Private and Confidential C/O Footprints in Brisbane Inc.

Client Information Handbook

Our Client Information Handbook provides relevant and useful information about Footprints’ services and is designed to assist you to know who to contact when you need to and provide you with information about our obligations to you and your responsibilities to us.

Updates to this Handbook may occur from time-to-time.

What if I am not happy with the service?

Footprints aims to provide high quality services so we would like to know if you have any concerns with your care and services. We value your (and/or your representatives’) comments and ideas as you could suggest something that may assist others or solve a problem that we do not know about.

We encourage you to raise any concerns/complaints with your Footprints worker if you feel comfortable in doing so.  If you are not happy discussing with your Footprints worker or you are not satisfied, your concern/complaint can be received:

Our contact information is available from the Contact page.

You can use an advocate to assist you in making a complaint.

If the matter is not resolved by your Footprints worker, the relevant Program Manager will be notified and will investigate your grievance/complaint. The Program Manager will also inform the Chief Executive Officer of your concern/complaint.

If the complaint remains unresolved, you  may write to the CEO.

Where possible, all complaints are dealt with by those directly involved within a period of ten (10) working days.

All complaints will be treated in confidence and will not affect the quality of services and support you receive from Footprints.  Once your complaint has been finalised, we may contact you to make sure you still feel comfortable to access services and to ask for your feedback on the complaints process.

If you prefer not to discuss your complaint with us or your complaint has not been resolved, you can contact one of the external complaint bodies detailed on pages 32-33 of the Client Information Handbook above.

Your Rights

You have the right to:

Your rights may co-exist with other rights depending on the program, care and services you receive.

Your Responsibilities

What we expect from you:

More information about your Rights and Responsibilities is also located in your In Home Folder or via your Footprints Worker.