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.
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.
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.
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.