MS Society Western Australia > ABOUT US > Member Services Policies

Member Services Policies

Complaint Management

Clients, Carers and Members have the right to comment on or complain about the services provided by the MS Society of WA and/or our facilities, and to be given information about how to lodge a complaint.

Society employees are required to assist Members, Carers or consumers to have their concerns regarding services resolved efficiently and in a timely manner.

The relevant Departmental Managers and the General Manager for Member Services will investigate, report on, and respond to Member or client complaints.

Any verbal complaint received will be documented for statistical purposes.

All users of Disability Services are entitled to expect a service that meets the Disability Services Standards and service agencies are required to meet all of the service standards. Standard 7 deals with the rights of people who wish to complain and the requirement of agencies to help in the process. This is achieved by:

Providing written complaints policies and procedures in clear plain language and available in other formats as required (e.g. audiotapes).

Assisting and encouraging people to raise their concerns.

Negotiating the length of time it will take to resolve the issues.

Providing feedback and resolving the issues to the satisfaction of the complainant where possible and appropriate.

PDFs

To download Consumer Complaint Information Brochure, click here. (PDF 100 kb)

To download MS Complaint Management Information, click here. (PDF 367 kb)

To download Policy 1-001 Service Access, click here. (PDF 24 kb)

To download Policy 1-002 Membership entry and exit, click here. (PDF 24 kb)

To download Policy 1-003 Service Availability to People Visiting, click here. (PDF 25 kb)

To download Policy 1-004 Service Entry and Exit, click here. (PDF 24 kb)

To download Policy 1-005 In Home Care Entry and Exit, click here. (PDF 24 kb)

To download Policy 1-006 Respite House Entry and Exit, click here. (PDF 24 kb)

To download Policy 1-007 Fern River Entry and Exit, click here. (PDF 33 kb)

To download Policy 1-008 Complementary Therapies, click here. (PDF 25 kb)

To download Policy 2-001 Meeting Individual Member Needs, click here. (PDF 24 kb)

To download Policy 3-001 Member Decision Making and Choice, click here. (PDF 24 kb)

To download Policy 3-002 Outreach Group Advisory, click here. (PDF 25 kb)

To download Policy 4-001 Privacy Safeguards, click here. (PDF 26 kb)

To download Policy 5-001 Members Participation and Integration, click here. (PDF 22 kb)

To download Policy 6-001 Valued Status, click here. (PDF 24 kb)

To download Policy 7-002 Complaint Management, click here. (PDF 27 kb)

To download Policy 8-001 Service Management, click here. (PDF 24 kb)

To download Policy 9-001 Protection of Human Rights, click here. (PDF 23 kb)