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.

Your Rights

You have the right to be assessed as eligible to receive services without discrimination.

You have the right to know what services are available and choose what services you require to meet your needs.

You have the right to receive a written care plan outlining the services you will receive.

You have the right to privacy, dignity and confidentially.

You have the right to complain or express your concerns about a service without fear of losing the service or suffering any other recriminations.

You have the right to have your complaints dealt with fairly and promptly.

You have the right to be represented by an advocate of your choice.

Your Responsibilities

You have the responsibility to let the office know if you are not going to be home when staff are due to visit.

You have the responsibility to act in a way that respects the rights of the staff who are providing your services.

You have the responsibility to make sure staff are not obstructed in doing their work or put at any risk.

You have the responsibility to help ensure your property is safe for staff.

You have the responsibility to inform your Case Manager of any changes to
circumstances relating to your care.

More about your Rights and Responsibilities can be located in your In Home Folder or via your case manager.