Bethany Care Limited (BCL)
Complaints & Disputes
Background
It’s OK to make a complaint. No one will be upset. Bethany Care Limited (BCL) is committed to providing high quality services
and recognises that feedback is essential. To help us continually improve the service that is provided to you and to others, it is
important for people who use our services to speak up about their concerns.
Consumers and their representatives have the right to make complaints or raise concerns with us if they are unhappy with any
service provided by Bethany Care Limited (BCL). We view all compliants positively and regard them as valuable opportunties
for continuous improvement. Any concerns you may have will be listened to and managed with respect for the rights of all
people involved.
Our procedure aims to provide a proactive approach to complaints and disputes. We are dedicated to giving service users and
their representatives support when raising concerns or issues. Service users and their representatives should have no fear of
retributive action when highlighting complaints. BCL staff members are fully aware that there are severe penalties for such
misconduct.
BCL will always to encourage and assist people to raise their concerns directly with them us first, before taking the matter up
with the Disability Services Queensland.
What is a Complaint?
A complaint is defined as “an expression of dissatisfaction with any aspect of the services provided by BCL (this includes the
actions of an employee or person otherwise engaged by BCL) where the complainant requires a formal way of having a
complaint heard and resolved”.
Who May Complain?
In general, any person may make a complaint to BCL. They may be made by a service users, family members, friends,
advocates or other representatives. Members of the public, including neighbours may also make complaints. An employee of
person otherwise engaged by BCL may also make a complaint.
IMPORTANT
Where a person claims to be making a complaint on behalf of a client or about the service provided to a client, that client’s
permission must be obtained to proceed with the complaint (where the consumer is unable to provide permission the complaint
must be dealt with) unless there are broader public interest considerations.
Advocate Support and Assistance
We strongly recommend enlisting the support and advice of an advocate, friend, family member or other representative. They
may be able to help guide you through our complaints process and provide additional support. If you are seeking more formal
advocacy support, a specialised agency may be able to assist you e.g. Queensland Aged and Disability advocacy
(www.qada.org.au)
When Can I Expect a Response?
BCL is committed to assessing your complaint or concern and resolving it in as quickly as possible. From the time your
complaint is received, we will endeavour to contact you within the next 24 hours, or next business day should the complaint be
made on the weekend. Some complicated issues may take a while to resolve.
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Bethany Care Limited (BCL)
Our Commitment to You
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We will provide every opportunity for you to seek the support of a family member or other representative during
the complaints process.
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Your feedback will be considered in a confidential manner and will only be discussed with the people directly
involved.
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A compassionate Bethany Staff member will handle your concern or complaint. Where necessary, BCL will assist
with writing the complaint up and will check with you that the details have been recorded accurately. We will
gather information about your concern to help us work out how best to handle your issues.
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Our staff will talk with you about what will happen next. They will discuss the options for resolving your concern
with you and you will be involved in any decisions that need to be made.
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Your complaint will be dealt with as quickly as possible and BCL will keep you informed about progress. Some
complicated issues may take a while to resolve.
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We will consider how your complaint can be used to improve the services that BCL provides.
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Once the matter is resolved, the Bethany will talk with you to make sure you are satisfied with the process.
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Bethany Care Limited (BCL)
Helpful Steps to Consider When Making a Complaint
There are some simple steps you can take to help us manage your complaint or concern more effectively;
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Talk to someone you trust
It can help to clarify your issues if you speak about your feelings with someone you know and trust. We
encourage you to contact and involve any family member or independent member of your choice to assist you
through the complaints process. If you would like us to contact a representative on your behalf, we would be
happy to assist.
Act quickly
You should inform us about the issue as soon as possible.
Make it clear
Set out the order in which things happened including dates, descriptions of incidents, phone calls, letters or
meetings. It will also help if you give us an idea of what action you would like us to take.
Making your complaint
You can make your complaint in person, by phone, letter or email, or you can ask someone to assist you.
By E-mail:
enquiries@bethanycare.org
By Telephone:
Main Office Number: 07-5501 8070
Brian Lynch (Administrator & Quality Assurance): 07-5501 8070
Wayne Clinton (Manager): 0418 730627
Rick Kelso (Family Resource Coordinator): 0413512310
In Writing:
Bethany Care
Office Hope Church
Building 4/175 Varsity Pde
Varsity Lakes Qld 4226
Other Options / Going Local
If you don't wish to talk about your concerns with Bethany Care, we advise you to contact your DSQ local service staff. They
may be able to liase with us in order to resolve your complaint.
To contact the Complaints and Prevention Unit within Disability Services Queensland, email complain@disability.qld.gov.au,
write to GPO Box 806, Brisbane Qld 4001, or phone (07) 3224 7179.
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