Complaints and Feedback
Muscular Dystrophy Queensland (MDQ) welcomes your feedback as a way to understand the level of your satisfaction with our service and as an opportunity for us to continue to develop and improve.
Your feedback can be via compliments, suggestions and complaints.
MDQ is committed to upholding your right to be treated fairly and consistently and without fear of retribution when there is a disagreement or complaint. You have the right to complain without affecting your access to services and you also have the right to have an advocate or support person of your choice to assist you when providing your feedback. All feedback will be handled respectfully and confidentially.
How can I provide feedback?
Feedback can be provided through the following:
- Verbally to an MDQ staff member – either via the telephone or face-to-face. The staff member will ask you whether you want the feedback to be reported and assist you in writing a summary of your feedback
- The MDQ Feedback form is available on mdqld.org.au
- You can email or write a letter to the Business Operations Manager, Kerry Atkins
- Periodic evaluations i.e. responding to our annual client survey, workshop and program evaluations, phone surveys
You can lodge your feedback with your contact details included or you may wish to lodge it anonymously.
Feedback is also provided by the MDQ Client Consultation Committee and other groups of clients formed for a specific purpose.
What happens to my feedback?
Feedback is collected and recorded on a register. Each month, it is included in a report to the MDQ Board. The leadership team and board use the feedback- compliments, suggestions and complaints – to address issues raised and to continually improve MDQ’s services and programs.
How does MDQ handle my complaint?
MDQ undertakes to provide a timely, objective and positive response to any feedback, especially to any complaints. All complaints will be investigated, discussed with the complainant and resolved within 28 days if possible.
All people involved in the complaint i.e. both the complainant and the person against whom the complaint has been made, will have the right to have the complaint handled respectfully, confidentially and in a timely manner. For the well being of all parties involved in the complaint, It is vital that its resolution is prioritized.
Support person: All the parties to the complaint are invited to bring a support person to any meetings and for that support person to make contact with the staff member handling the complain, however the support person cannot argue the case on behalf of the complainant/defendant
What happens if I am not satisfied with the outcome of the complaint investigation?
At MDQ, we aim to investigate the complaint and resolve it through positive negotiation with all parties. Some of the following may happen as a result:
- An apology in appropriate circumstances
- Clarification through information provided to the complainant
- Changes in the processes which MDQ follows
- Staff training
- Reallocation of complainant to another team member for service provision
MDQ will also communicate their actions in writing to the complainant.
There may however be some circumstances where the complainant is not satisfied with the outcome. Should you be dissatisfied, you have the right to take the complaint to MDQ’s board of Directors for review. (Email: firstname.lastname@example.org )
If you are not satisfied with the board’s decisions, you also have the right to take your complaint to some of the following entities:
- The Queensland Ombudsman
- The Australian Charities and Not-for-profit Commission
- The Queensland legal system.
What happens after the complaint has been resolved?
Following the complaint resolution, the management team will also review all aspects of the complaint and make changes needed to reduce the risk of similar situations arising.