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About Synapse

Compliments & Complaints

About Synapse
 
 

Compliments & Complaints

We want to learn about your experience with Synapse. 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 Synapse.

 

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:

 

  • feedback@synapse.org.au
  • 1800 673 074
  • or over facebook messaging

 

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 Synapse, someone on their behalf, or anyone who is directly affected by our decisions or actions.

 

This includes:

 

  • anyone who receives a service or support from Synapse (or an individual on their behalf)
  • individuals who may affected by Synapse 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
  • Synapse 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

 

Synapse will review all complaints fairly and confidentially. Where complaints are received anonymously, Synapse will record and review with the information that has been provided. Although, individual outcomes in anonymous complaints may be limited.

 

Responding to complaints

Synapse 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 management 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. Synapse 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 Synapse is not able to provide a resolution that you are satisfied with you can request that your complaint is reviewed by our Executive.

 

Beyond this, you may take your complaint, at any time, to an external organisation, including our funding body, if you are not happy with our services or the manner in which we are handling your complaint. Details for these organisations can be found in our complaints handling fact sheet and the link to this can be found at the bottom of the page

 

Your feedback will improve our services

Synapse 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 Synapse.

 

We encourage any complaint no matter how large, or small. Complaints are responded to confidentially, and with fairness.

 

Copies of our policies and procedures, including our privacy policy can be found online at:

 

synapse.org.au/privacy

 

Call us to find out how we can help you

1800 673 074

 

feedback@synapse.org.au

 

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