Our clinicians and therapists all strive to offer excellence in personalised child and family focused therapy using evidence-based practice. Our administration staff and management facilitate services under NDIS guidelines and WA state governance.
Child Matters | Teen Matters (including Mentor Matters WA) is committed to continually improving services and promoting excellence in service delivery. We aim to ensure that all clients receiving services are aware of the feedback and complaints procedure; know how to provide feedback when they would like to do so; and are able to have any concerns, disputes or problems resolved fairly.
Feedback to improve services
Child Matters | Teen Matters (including Mentor Matters WA) strives to offer a safe, diverse and equitable service provision for all service users, families, and caregivers. We aim to ensure that all individuals that come into contact with us are treated with respect in all circumstances.
We consider an effective feedback handling process to be an essential part of this commitment, providing feedback into services that may not be working as well as they might, and allowing us to monitor, develop and improve service quality.
How to provide feedback?
Feedback is accepted verbally, in writing by email or via our Get in Touch page.
Suggestions on ways we can improve or diversify our services are also welcome and can also be submitted as above.
Responding to feedback
Child Matters | Teen Matters (including Mentor Matters WA) encourages feedback and will respond in a timely manner.
We acknowledge and respect the right of all people to express their opinion about our work – whether complimentary or critical. Clients have the right to raise any complaints or concerns regarding any matter related to services provided by us, and to have their concerns investigated and resolved fairly and quickly. We will treat any individual making a complaint with dignity, respect and confidentiality.
Managing feedback and complaints
Child Matters | Teen Matters (including Mentor Matters WA) will endeavour to resolve all complaints through its internal processes including:
A review of the issue of concern
Discussions with all relevant staff members
A review of policies and procedures
In receiving a complaint, Child Matters | Teen Matters (including Mentor Matters WA) will:
Acknowledge receipt of the complaint within five (5) working days where possible, and if a response has been requested.
Investigate the issue raised and decide on any actions or improvements that may be required.
Once we have completed this internal review we will respond to the individual in writing within fourteen (14) days, detailing the steps of the review process and the outcome. If the matter cannot be resolved during this time, we will advise the individual of the reasons for the delay and provide a revised timeframe; ensuring appropriate records are maintained in accordance with Child Matters and Teen Matters (including Mentor Matters WA) policies and procedures.
If you are receiving our services funded under NDIS, and the matter was not able to be resolved within our organisation, you may then wish to contact NDIS directly on 1800 800 110, or go to the NDIS Feedback and complaints page.
Last Updated: 30 November 2023