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}{\info{\title People with Disability Australia (PWD)}{\author lukeo'c}{\operator lukeo'c}{\creatim\yr2005\mo3\dy29\hr17\min18}{\revtim\yr2005\mo3\dy29\hr17\min24}{\version3}{\edmins6}{\nofpages4}{\nofwords479}{\nofchars2731}{\*\company PWD}
{\nofcharsws3353}{\vern8269}}\widowctrl\ftnbj\aenddoc\noxlattoyen\expshrtn\noultrlspc\dntblnsbdb\nospaceforul\hyphcaps0\horzdoc\dghspace120\dgvspace120\dghorigin1701\dgvorigin1984\dghshow0\dgvshow3\jcompress\lnongrid\viewkind1\viewscale75\nolnhtadjtbl 
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\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 People with Disability Australia (PWD)}{\b\fs40\cf17 
\par }{\b\fs36\cf17 Making a complaint about PWD services}{\b\cf17 
\par }\pard\plain \ql \li0\ri0\sa140\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 \fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f29\fs32 Do you have a complaint about our services or our work?
\par Yes! Then we would be happy to hear from you.
\par Your feedback will help us to make our services better}{\f29\fs28 .
\par }\pard\plain \s1\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 How PWD works with complaints
\par }\pard\plain \s2\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel1\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\fs28 PWD will:
\par }\pard\plain \ql \fi-380\li380\ri0\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 \fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f14\fs28 \'a7\tab }{\f29\fs28 take the complaint seriously
\par }{\f14\fs28 \'a7\tab }{\f29\fs28 take action on the complaint quickly
\par }\pard \ql \fi-380\li380\ri0\sa140\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 {\f14\fs28 \'a7\tab }{\f29\fs28 treat everyone fairly.
\par }\pard \ql \li0\ri0\sa140\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 {\f29\fs28 PWD will not punish anyone for making a complaint.
\par }\pard\plain \s1\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 What you can complain about
\par }\pard\plain \s16\ql \li0\ri0\sa140\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\fs28 You can complain about anything to do with our work. 
\par For example, you can make a complaint if you think that:
\par }\pard\plain \ql \fi-380\li380\ri0\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 \fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f14\fs28 \'a7\tab }{\f29\fs28 we have not given you fair access to our services 
\par }{\f14\fs28 \'a7\tab }{\f29\fs28 we have not given you a service in the way you need it
\par }{\f14\fs28 \'a7\tab }{\f29\fs28 we have not talked to you before making decisions.
\par }\pard \ql \li0\ri0\sa140\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin0\itap0 {\f14\fs28 \'a7\tab }{\f29\fs28 we have not kept your personal information private.
\par }\pard\plain \s1\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 When to make a complaint
\par }\pard\plain \ql \li0\ri0\sa140\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 \fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f29\fs28 First, talk to the person you have a problem with.
\par }\pard \ql \fi-380\li380\ri0\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 {\f14\fs28 \'a7\tab }{\f29\fs28 If the person does not fix the problem
\par }\pard \ql \fi380\li0\ri0\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 {\f29\fs28 or
\par }\pard \ql \fi-380\li380\ri0\sa140\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 {\f14\fs28 \'a7\tab }{\f29\fs28 you do not want to talk to the person
\par }\pard \ql \li0\ri0\sa140\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 {\f29\fs28 then you can make a formal complaint.
\par }\pard\plain \s1\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 How to make a complaint
\par }\pard\plain \ql \fi-380\li380\ri0\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 \fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f14\fs28 \'a7\tab }{\f29\fs28 You can make a complaint in writing to the Executive Director of PWD 

\par }\pard \ql \fi380\li0\ri0\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 {\f29\fs28 or
\par }\pard \ql \fi-380\li380\ri0\sa140\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 {\f14\fs28 \'a7\tab }{\f29\fs28 
you can make a complaint by telling someone at PWD. They will write down your complaint for you and give it to the Executive Director.
\par }\pard \ql \li0\ri0\sa140\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 {\f29\fs28 If your complaint is about the Executive Director, then you can make your complaint to the President of PWD.
\par }\pard\plain \s1\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 What to say in your complaint
\par }\pard\plain \s16\ql \li0\ri0\sa140\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\fs28 Your complaint should:
\par }\pard\plain \ql \fi-380\li380\ri0\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 \fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f14\fs28 \'a7\tab }{\f29\fs28 say what the problem is
\par }{\f14\fs28 \'a7\tab }{\f29\fs28 say how you think the problem can be fixed
\par }\pard \ql \fi-380\li380\ri0\sa140\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 {\f14\fs28 \'a7\tab }{\f29\fs28 include any other information that supports your complaint.
\par }\pard\plain \s1\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 What PWD will do about the complaint
\par }\pard\plain \s16\ql \fi-380\li380\ri0\sa140\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin380\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\fs28 1.\tab 
The Executive Director will appoint a person to look at the complaint and work out what needs to be done about it (Complaint Resolution Officer).
\par 2.\tab The Complaint Resolution Officer will talk with you, the person you have the problem with, and anyone else who is supporting you with your complaint.
\par 3.\tab The Complaint Resolution Officer will then say what should be done.
\par }\pard\plain \s1\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 If you are not happy with the outcome of the complaint
\par }\pard\plain \s16\ql \li0\ri0\sa140\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\fs28 You can ask the Executive Director or the Board of PWD to review the outcome of the complaint. 

\par We will also tell you about organisations outside PWD that may be able to help resolve the complaint.
\par }\pard\plain \s1\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 Important notes
\par }\pard\plain \ql \fi-369\li369\ri0\sa140\sl288\slmult1\nowidctlpar\tx380\faroman\rin0\lin369\itap0 \fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f14\fs28 \'a7\tab }{\f29\fs28 You can make a complaint without giving
 your name, but it will make it easier to fix the problem if we know your name.
\par }{\f14\fs28 \'a7\tab }{\f29\fs28 We will keep your complaint private. \line We will tell only those people that need to know so that the problem can be fixed.
\par }{\f14\fs28 \'a7\tab }{\f29\fs28 You can use a support person to help you make a complaint. 
\par }{\f14\fs28 \'a7\tab }{\f29\fs28 We can get you an advocate or interpreter if you need support to make a complaint.
\par }\pard\plain \s2\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel1\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\fs28 This brochure is a summary of PWD\rquote 
s Service User Complaint Resolution Policy and Procedure. If you would like a copy of the full policy, contact PWD on one of the numbers below. You can also download the full policy from our website at www.pwd.org.au.
\par }\pard\plain \s1\ql \li0\ri0\sa140\sl288\slmult1\keepn\nowidctlpar\faroman\outlinelevel0\rin0\lin0\itap0 \f29\fs32\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\b\cf17 How to contact PWD
\par }\pard\plain \s17\ql \fi-369\li369\ri0\sa140\sl288\slmult1\widctlpar\faroman\rin0\lin369\itap0 \f29\fs28\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {\f14 \'a7\tab }{Phone: 02 9319 6622\line Free call: 1800 422 015 (outside Sydney)
\par }{\f14 \'a7\tab }{Telephone typewriter: 02 9318 2138\line Free call: 1800 422 016
\par }{\f14 \'a7\tab }{National Relay Service: call 1800 555 677 and ask them to call People with Disability Australia for you.
\par }{\f14 \'a7\tab }{For an interpreter, call the Translating and Interpreting Service on 131 450 and ask them to call People with Disability Australia \line for you.
\par }{\f14 \'a7\tab }{Fax: 02 9318 1372
\par }{\f14 \'a7\tab }{Email:  pwd@pwd.org.au
\par }\pard \s17\ql \fi-369\li369\ri0\sl288\slmult1\widctlpar\faroman\rin0\lin369\itap0 {\f14 \'a7\tab }{Mail: PO Box 666, Strawberry Hills NSW 2012
\par }\pard\plain \ql \li0\ri0\sl288\slmult1\nowidctlpar\faroman\rin0\lin0\itap0 \fs24\cf1\lang1033\langfe1033\cgrid\langnp1033\langfenp1033 {
\par }}