Feedback and Complaints

Adaptive Workplace Solutions Pty Ltd welcomes feedback in the form of compliments, suggestions, concerns and complaints. This includes receiving feedback and complaints about our services, employees, systems, practices, procedures and products.

We believe that each of these forms of feedback enables us to improve and extend the services we offer and how we offer them. We appreciate that all feedback is a motivation for improvement for our staff.

In response to feedback and complaints we will always endeavour to:

• Listen and understand the feedback provided
• Respectfully ask questions
• Politely respond within our estimated response times
• Keep appropriate records
• Address each issue raised in an equitable, objective and unbiased manner
• Assess each complaint on its merits
• Escalate complaints to the relevant organisation for external review where appropriate
• Learn from all feedback provided and set improvement mechanisms
• Provide training to staff members to fill any gaps that are highlighted by feedback or complaints processes

Complaints regarding other organisations or businesses must be directed to them directly and not to Adaptive Workplace Solutions Pty Ltd.

Complaints Process

Should you be dissatisfied with an Adaptive Workplace Solutions staff member, please follow the process outlined below.

In the first instance should you be dissatisfied with any aspect our service, you should bring your concern to the attention of the person involved to discuss and resolve the matter in a prompt and amicable fashion. Our staff endeavour to provide the best possible service and as such, will be considerate and responsive to any feedback provided.

After discussing your concern with the person, should you continue to be dissatisfied with the resolution or outcome, upon receiving your complaint in writing, the complaint will be reviewed and investigated by the relevant person(s) in the organisation. We will ensure that the person handling the complaint is different and impartial from any personnel whose conduct or service is being complained about.

For complaints to be acted upon you  must provide your full name, address, date of birth and relevant contact details. The complaint must also contain relevant information detailing the reason for the complaint.

Please provide your compliments, suggestions, concerns or complaints in writing by email to feedback@adaptivews.com.au or via letter addressed to Feedback, Adaptive Workplace Solutions, PO Box 2024, South Plympton, SA, 5038.

After review of all relevant information provided, we will provide a response which could include an explanation, an apology and/or an action to improve or resolve the complaint.

Our complaints process is confidential meaning anything discussed or agreed to throughout the process remains confidential and cannot be used in any other forum, disseminated to other people or placed on any form of social media. When you engage our services you unequivocally agree to the confidentiality of the process.

We will apply a transparent procedure so all complaints are addressed in a fair, consistent and timely manner.

Timeframes

Within 48 hours of receiving the complaint, an email will be sent to the complainant acknowledging receipt of the complaint. Our complaints process aims to deal with complaints as efficiently as possible. On average this can take between four to eight weeks and is dependent on the nature of the complaint.

Escalation of complaints

For serious complaints, or where a staff member’s conduct has been inconsistent with the relevant code of ethics for their professional accreditation, Adaptive Workplace Solutions are committed to escalating these to the relevant accrediting authority for external review. Where this has occurred, the complainant will be notified of the escalation of the matter. Timeframes of the escalation will be in accordance with the relevant authorities policies and procedures.

After following our internal complaint process, should you remain dissatisfied with the outcome, you have the right to make your complaint to the relevant accrediting authority. Accreditation and memberships are listed in each team member’s profile on our website.

If you have any queries regarding the above, please contact our office on 08 8293 6783.