Complaints
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Do you have a complaint about Danila Dilba?


Danila Dilba Health Service is committed to high-quality, culturally-appropriate health care.

Where this does not happen, we recognise your right to make a complaint and that complaints help drive improvement in what we do.


Who can complain?
A complaint may be made by a client, or their carer, guardian or advocate, when they feel they have experienced: 

  • unacceptable conduct
  • wilful or serious misconduct
  • poor service
  • other behaviour that has made them unhappy with Danila Dilba, its staff, contractors or suppliers.

A complaint may also be made if it is felt that the Danila Dilba Client Service Charter has not been met. Click here for our Client Service Charter.

 

How can a complaint be made?

Verbally – over the telephone or directly to a staff member.
Written – on the Danila Dilba complaint form, by letter or email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it  

If you are a member and would like to make a complaint about one of our Directors please read this policy and/or use the form available at the link below.

Click here for our complaint form 

Complaints can also be made directly to the Northern Territory Health and Community Services Complaints Commission - www.hcscc.nt.gov.au.

 

Tips for making a complaint
Think about the things that you want to complain about and how to clearly explain them. Sometimes
it helps to make a list. 

  • make a summary of what happened including names and dates, and why you want to complain
  • complain as soon as possible after the incident
  • think about what you would like to happen about  your complaint
  • keep a record of discussions or letters about your complaint
  • try to keep calm when speaking with staff
  • try to be realistic about outcomes you want
  • you can ask a friend, relative or other non-legal support person to be with you when you speak with us.

Our commitment
To deal with complaints quickly, fairly and openly while respecting privacy and confidentiality, Danila Dilba will: 

  • always treat complaints seriously and aim to provide a suitable solution
  • avoid delay as this can cause more distress
  • keep people who make complaints informed of progress and provide clear reasons for decisions
  • be guided by impartiality, natural justice and procedural fairness
  • ensure there are no consequences for people who make complaints
  • ensure complaints-handling staff are professional.