Complaints policy.

At Western Exercise Physiology, we are committed to providing high-quality care and service to all our patients. We understand that sometimes concerns or complaints may arise, and we take these seriously as opportunities to improve our services. This policy outlines the process for addressing and resolving complaints in a fair, transparent, and timely manner.

1. Scope

This policy applies to all patients, visitors, and stakeholders of Western Exercise Physiology who wish to lodge a complaint about any aspect of our services, staff, facilities, or any other matter related to their experience with us.

2. Definitions

  • Complaint: An expression of dissatisfaction or concern raised by a patient, visitor, or stakeholder regarding any aspect of our services.

  • Complainant: The individual or entity lodging a complaint.

  • Respondent: The individual responsible for addressing and resolving the complaint.

  • Resolution: The action or outcome taken to address and resolve the complaint to the satisfaction of the complainant.

3. Principles

  • Fairness: Every complaint will be treated with impartiality and without prejudice.

  • Confidentiality: All complaints will be handled confidentially, and information will be disclosed only to those involved in the resolution process.

  • Transparency: We will keep complainants informed about the progress of their complaint and the steps taken to address it.

  • Timeliness: We will endeavor to resolve complaints promptly and efficiently, acknowledging receipt of the complaint within 24 hours.

4. Lodging a Complaint

Complaints can be lodged through the following channels:

  • Verbally: By speaking directly to a staff member or manager.

  • In writing: By sending an email to admin@westernexercisephysiology.com.au.

5. Complaint Handling Process

Upon receiving a complaint, the following steps will be taken:

  • Acknowledgement: We will acknowledge receipt of the complaint within 24 hours, either verbally or in writing.

  • Investigation: The complaint will be thoroughly investigated by the appropriate personnel to gather relevant information and identify potential solutions.

  • Resolution: We will work to resolve the complaint promptly and to the satisfaction of the complainant.

  • Feedback: Once resolved, we will provide the complainant with feedback on the outcome of their complaint and any actions taken.

6. Monitoring and Review

We will monitor complaints received and the outcomes of the resolution process to identify recurring issues and opportunities for improvement.

7. Contact Information

For further information or to lodge a complaint, please contact Western Exercise Physiology.