At Hireup, we genuinely care about the safety of our community. For us, this means actively listening when we are asked questions, hearing when we receive feedback or complaints and acting in the best interests of our community now and into the future.
Principles
We apply the following principles to the management of complaints and feedback:
Openness
Hireup is open to receiving complaints and feedback, and we endeavour to ensure that all Users feel comfortable in providing feedback and making complaints. We welcome feedback and complaints as opportunities to improve the way that we provide services to our community.
Proactivity
Hireup values your insights and from time to time will actively seek feedback from our Users through surveys, phone check-ins and online features. We use the feedback we get from all of our Users to improve not only the way that we manage complaints, but the way we deliver all of our services.
Confidentiality
To the fullest extent permitted, Hireup will address all complaints in a confidential manner in line with our Privacy Policy. Only the people directly involved in making, investigating or resolving the complaint may access information about it. Hireup may have an obligation to investigate such complaints, which may result in disclosure of any allegations to the subject of allegations.
Responsiveness
Hireup will respond promptly to any feedback or complaint. We will communicate effectively with the relevant people throughout the process. We recognise that even the smallest complaint can become exacerbated if it is not managed in a timely way, and in a way that respects the time and effort of the person that has made that complaint. We hold ourselves to a high standard and we have developed systems and processes that support a consistent, high quality response to any complaint that we receive.
Fairness and Equity
Hireup will ensure fair, consistent and proper procedures are followed in addressing complaints and feedback. We treat all complaints as valid, and are committed to ensuring that we review each complaint without bias. We respect and understand how culture, tradition, and other perspectives may inform a complaint and we resolve to manage all complaints with sensitivity and respect.
What is a Complaint?
A complaint is an expression of dissatisfaction from a User about Hireup, its employees, operations or reputation. A complaint could be made by any service User, community member, family member, or advocate and may relate to a service you are unhappy about, a health or safety concern or to an allegation of abuse or neglect.
What is Feedback?
Feedback is information which is provided with the intention of improving something e.g. a product, service, Support Worker’s performance. Feedback can be positive or negative and Hireup encourages you to share your thoughts with us. Feedback can provide opportunities for Hireup to improve the way we do things as individuals and as an organisation.
How to give feedback
From time to time Hireup will reach out to proactively request your feedback and insights.
We may contact you via:
- Emails or calls from Hireup Support Office;
- Post Booking Feedback Forms;
- Feedback Forms; or
- Net Promoter Score Survey.
Alternatively, you can provide feedback by contacting us at hello@hireup.com.au, phoning between 8:00am and 5:30pm on (02) 9113 5933 or get in touch via our social media channels:
How to report a complaint or health and safety concern?
If your complaint is about someone you are working with on Hireup and you feel comfortable doing so, we recommend you attempt to contact them first to discuss your concerns; Hireup can assist you with this. Tackling issues early can help to build stronger, more effective relationships. If this doesn’t address your concern or contact with the person is not appropriate, please contact Hireup. If you would like to raise your concerns with the person involved but require some support to do this, please don’t hesitate to contact Hireup. You can also make a complaint anonymously if that is your preference.
If your complaint relates to a health and safety issue, all parties have a shared responsibility to take immediate action to resolve the problem or to reduce any risk of harm to people or property. This responsibility looks different for every person, but at its core is a commitment to protect the wellbeing of all members of our community. The action taken may include stopping the task if there is an immediate risk of injury. It is the Support Worker's responsibility to report the issue to Hireup via the online incident report form or by calling Hireup on 02 9113 5933. This is particularly important if the issue cannot be immediately resolved so that Hireup can support all parties to find a suitable resolution.
Contact Hireup
If you wish to make a complaint, please complete a Complaint Form, Incident Reportor phone us between 8:00am and 5:30pm on (02) 9113 5933. You can make a complaint anonymously if that is your preference, however Hireup may have an obligation to investigate your complaints, which may result in the disclosure of any allegations to the subject of the allegations.
The Complaint Forms and Incident Reports are monitored 24 hours per day, 7 days per week. If you or another person is in immediate risk of harm, please contact 000 for assistance.
Other ways to make a complaint
While we encourage you to raise concerns directly with us, if you do not feel comfortable making a complaint to Hireup, you can contact an external agency at any time for any reason. For example you may wish to contact the NDIS Quality and Safeguards Commission. Please see a full list of external agencies at the end of this statement.
You may also make a disclosure which may be protected under relevant laws in accordance with Hireup’s Speak Up Policy. Disclosure made under the Speak Up Policy will be managed in accordance with the terms of that policy.
It is important that any concerns are communicated with Hireup or another agency as soon as possible, so they can be addressed quickly.
What happens once you make a complaint or report a health and safety concern?
- Hireup will begin taking action as soon as practicable upon receiving your complaint where there appears to be a high risk of harm, abuse or neglect. Otherwise, Hireup will acknowledge receipt of your complaint as soon as possible after it is received. A record of your complaint will be made in our user contact system.
- Hireup will make contact with you shortly after receiving your complaint to gather any further information that may be required, and give you information on what to expect from the process. We may also seek additional information from you or other stakeholders to assist us to understand the nature of your complaint.
- Hireup will attempt to resolve your complaint within 21 working days of the complaint being made. However, it is important to note that this may take longer depending on circumstances or for complex complaints e.g. complaints with multiple issues, however, this will be communicated to you. You have the right to have a support person or advocate to assist or represent you during the complaints process. If Hireup and the complainant are unable to resolve the complaint, we may seek to engage with an external agency (refer below) to assist us in resolving the matter satisfactorily. Such engagement is at Hireup’s sole discretion.
- Hireup may decide an issue raised in a complaint is better dealt with through an investigation. This may include issues where we identify serious concerns and risks to people with disability, such as allegations of abuse, assault or neglect. Unlawful conduct and criminal matters will be referred to the appropriate police or other authorities in each state, and we will continue to handle the non-criminal elements of the complaint. Hireup will inform you where appropriate if your complaint is being managed this way.
- Once the complaint has been resolved, Hireup will communicate the outcome to you to the extent that it is appropriate for us to do so. This may include a summary of the process, confirmation as to whether the complaint was substantiated or not, confirmation on whether action has been taken in response to a substantiated policy or code of conduct breach (however, we will not share the details of the action), and any steps that have been taken to ensure any problem that has been identified does not happen again.
- If you are dissatisfied with the outcome of your complaint, you can request for it to be reviewed. We will communicate the anticipated timeframes for the review. The outcome of the review will be final.
If you are not comfortable with any part of the Hireup complaints process, or you are not satisfied with the outcome of your complaint, you may wish to approach an external agency (listed below).
External Agencies
NDIS Quality and Safeguards Commission
Office of the Australian Information Commissioner
Australian Human Rights Commission
Safe Work Australia
Aged Care Quality and Safety Commission
Australian Capital Territory
Office of Quality, Complaints and Regulation
Disability and Community Services Commissioner at the ACT Human Rights Commission
Formal dispute mechanisms available through the workers compensation system: WorkSafe ACT
New South Wales
NSW Ombudsman (For non-NDIS Funded Clients)
SafeWork NSW
Formal dispute mechanisms available through the workers compensation system:
Independent Review Office (IRO) (Complaints about the Insurer)
State Insurance Authority (SIRA)
Personal Injury Commission (PIC)
Northern Territory
Health and Community Services Complaints Commission NT
Formal dispute mechanisms available through the workers compensation system:
NT WorkSafe
Queensland
Department of Communities, Disability Services and Seniors
WorkSafe QLD
Formal dispute mechanisms available through the workers compensation system:
Queensland Industrial Relations Commission
WorkSafe QLD
South Australia
Department of Human Services SA
SafeWork SA
Formal dispute mechanisms available through the workers compensation system:
SafeWork SA
South Australian Employment Tribunal
Tasmania
Disability Services Tasmania
WorkSafe Tasmania
Formal dispute mechanisms available through the workers compensation system:
Tasmanian Civil and Administrative Tribunal
WorkSafe Tasmania
Western Australia
Health and Disability Services Complaints Office WA
WorkSafe WA
Formal dispute mechanisms available through the workers compensation system:
Workcover WA
Victoria
Disability Services Commissioner
WorkSafe Victoria
Formal dispute mechanisms available through the workers compensation system:
Workplace Injury Commission
Worksafe VIC