Compliments, Complaints & Feedback
We want to learn about your experience with Speech & Language Development Australia (SALDA). The best way we can do this is through your feedback.
As we strive to improve our services, knowing where we have and haven’t done well will help us shape our services going forward. This guide advises on how to provide a response to SALDA.
How to provide feedback
We will respond to your compliments or concerns as soon as we receive them, with every effort to provide the best service standards.
In keeping things as simple and easy to use, to make a compliment or complaint you can simply contact us through one of the following:
- 1300 881 763
- via the form at the bottom of this page.
Please tell us if you need any support in providing feedback. We can help you to make contact and, if needed, contact you in a way that is convenient for you.
Who can provide feedback?
Anyone who receives a service from SALDA, someone on their behalf, or anyone who is directly affected by our decisions or actions.
- anyone who receives a service or support from SALDA (or an individual on their behalf)
- individuals who may be affected by SALDA decisions and actions
- contractors and partner organisations
What is a complaint?
A complaint is when you disagree with our service or a decision we have made. For example:
- an instance of our service delivery was poor
- failing to do something which we had agreed
- SALDA giving wrong or misleading information
- our service standards were not met, or policies were not followed correctly
- inappropriate behaviour or lack of customer care provided by a member of staff or a contractor
SALDA will review all complaints fairly and confidentially. Where complaints are received anonymously, SALDA will record and review with the information that has been provided. Although, individual outcomes in anonymous complaints may be limited.
Responding to complaints
SALDA will do everything we can to respond to your complaint in a timely manner. This is generally between one to three business days. The complaint will be logged in a complaint register.
We will acknowledge that we have received your complaint, and keep you updated during the process.
The complaint will be received by our Leadership Team then investigated with the relevant area.
Should you have any questions during the process, you can contact the person assigned to your complaint.
We acknowledge that the circumstances that have lead to the complaint may be distressing. SALDA will do our best to review the complaint, however we cannot accept any abusive, threatening, or unreasonable behaviour.
If you are not happy with the resolution
On the rare occasion SALDA is not able to provide a resolution that you are satisfied with you can request that your complaint is reviewed by our Board.
Beyond this, you may take your complaint, at any time, to an external organisation, if you are not happy with our services or the manner in which we are handling your complaint.
Your feedback will improve our services
SALDA uses the responses in our complaint register to identify areas where we can improve or change our service delivery.
Beyond the review and resolution of your individual complaint, your feedback will contribute to the ongoing development of SALDA.
We encourage any complaint no matter how large, or small. Complaints are responded to confidentially, and with fairness.
Call us to find out how we can help you: 1300 881 763