Complaints & Feedback Policy

Suicide Programs is committed to providing high-quality services to all users. We value your input and encourage you to provide feedback on our services. If you have a complaint or wish to provide feedback, we will handle it seriously and ensure a fair and timely response.

1. Purpose of the Policy

The purpose of this Complaints & Feedback Policy is to ensure that all complaints and feedback are managed in a consistent and fair manner. We aim to improve our services based on your experiences, ensuring that we meet the needs of our participants and stakeholders.

2. How to Make a Complaint

If you would like to make a complaint or provide feedback, please follow these steps:

• Step 1: Contact us via email at admin@suicideprograms.com.au or fill out the online complaints form on our website: Complaints & Feedback Form.
• Step 2: Provide clear details of the issue or feedback, including any relevant dates, events, or interactions. Be sure to include your contact details so we can follow up with you.
• Step 3: We will acknowledge receipt of your complaint within 2 business days and begin reviewing it.

3. How We Handle Complaints

Once a complaint is received, we aim to resolve it promptly and fairly. Our process includes the following steps:

• Step 1: Acknowledgement – We will acknowledge receipt of your complaint and confirm the details within 2 business days.
• Step 2: Investigation – We will investigate your complaint thoroughly, gather any necessary information, and assess the situation.
• Step 3: Resolution – We will aim to resolve the issue and provide a written response within 30 days of receiving your complaint. If this timeline cannot be met, we will inform you of the delay and the expected resolution date.

4. Feedback

Your feedback is essential in helping us improve our services. We encourage you to provide feedback on any aspect of our programs, services, or staff. This can be done in the same manner as making a complaint (via email or the online form).

5. Confidentiality

We will handle all complaints and feedback with the utmost confidentiality. Your personal details will not be shared with third parties without your consent, unless required by law or as necessary to resolve the complaint.

6. Appeals

If you are dissatisfied with the resolution of your complaint, you may request a review of the decision. In this case, a senior staff member will conduct an independent review of the complaint and the resolution process. We will aim to respond to an appeal within 14 days of receiving the request.

7. Non-Retaliation

Suicide Programs assures that no person will be treated unfairly or retaliated against for making a complaint or providing feedback. We are committed to maintaining an environment where individuals feel safe to raise concerns without fear of retribution.

8. Contact Information

If you have any questions about our Complaints & Feedback Policy or need further assistance, please contact us at:

• Email: admin@suicideprograms.com.au

9. Review of the Policy

This Complaints & Feedback Policy will be reviewed annually and updated as necessary to ensure it remains effective and consistent with best practices.