Feedback Process
Feedback process
Clients Rights Statement:

If you are seeking or receiving a service from Quantum you will have the right to:

  • Make your own choices about your life and future
  • Respect and dignity, including respect for your culture and to be free from discrimination
  • Privacy and to have services provided in a confidential manner in line with government legislation
  • Feel safe and free from physical, sexual, emotional and/or verbal abuse
  • Assistance during a crisis and support to find and maintain long term options suitable to your situation
  • Assistance to access other services, where Quantum is unable to support you
  • Make informed decisions about services and support provided to you
  • Participation in decision making about the services provided to you, including making suggestions on how Quantum can make improvements to its services
  • Make a complaint and appeal a decision if you feel you have been treated unfairly
  • Have an advocate of your choice involved in the provision of services to you

In addition, Quantum is a Child Safe Organisation and upholds the right of all children to be safe and have their developmental needs met.

Clients Responsibilities Statement:

Clients of Quantum will be responsible for:

  • Respecting the privacy of others.
  • Treating others with dignity.
  • Undertaking agreed tasks.
  • Respecting the rights of others to feel safe.
  • Respecting the cultural backgrounds of clients.
  • Providing correct and necessary information to the best of your ability.

Quantum also acknowledges the Charter for Children in Out-of-Home Care, and the Home and Community Care Statement of Rights and Responsibilities.

Respect Your Privacy

Quantum respects the right of clients to privacy of their personal information. To protect your privacy Quantum follows the ten principles described by privacy legislation:

  1. Collection
  2. Use and Disclosure
  3. Data Quality
  4. Data Security
  5. Openness
  6. Access and Correction
  7. Unique Identifiers
  8. Anonymity
  9. Trans-border Data Flows
  10. Sensitive Information

These principles set the guidelines for us to handle your personal information.

What is personal information?

Personal information is  information which identifies a person. It can include your name address, gender, age, financial details, education, personal circumstances such as housing arrangements, health conditions and or your employment history.

Collection of Personal Information:

Quantum only collects the information which is necessary to provide you with a service. It is your responsibility to provide us with the correct and necessary information to enable us to provide you with the best possible service. Your consent will be requested before your information is used for purposes such as surveys or research.

Your Right to Privacy:

You have a right:

  • To be fully informed about the type of information being held about you and how it is treated
    Assurance that personal information held about you will be protected from loss and misuse
  • Being advised about what happens to personal information (why it is being collected, who will see it, where it will be stored and who will have access to it). In some Family Violence and Child Protection cases this may not be applicable.
  • Access to your personal information in most circumstances. Please ask a staff person for more information about applying for access to your personal
  • To make changes to your personal information if you believe it is not accurate or up to date
  • You have a right to the option of transacting seeking help from  Quantum without identifying yourself. (You must be aware that without full information about you we may not be able to provide you with the best possible service)
Privacy Statement:

Quantum Support Services is committed to the safe and respectful handling of personal and health information. The handling of information is managed in accordance with the Privacy and Data Protection Act 2014, the Health Records Act 2001 and other legal obligations.

The Children, Youth and Families Act 2005, the Child Wellbeing and Safety Act 2005 and the Family Violence Protection Act 2008 including the Family Violence Information Sharing Scheme and Child information Sharing Schemes amendments in 2019, govern the sharing of information and privacy obligations held by Quantum Support Services.

Quantum Support Services is a prescribed information sharing entity under both the Child Information Sharing Scheme and Family Violence Information Sharing Scheme and may disclose information provided in accordance with those schemes. Complaints regarding the handling of information should be directed to Quantum Support Services Executive Director, Cindy Pullar. Email: Cindy.Pullar@quantum.org.au, Post: Cindy Pullar, 227 Princes Drive, PO Box 222, Morwell 3840, Phone: 03 5120 2000.

Quantum is required to seek consent from the client to collect, use and share personal information as outlined under the Information Privacy Act 2000 and under Part 5A of the Family Violence Protection Act 2008. Quantum staff are required to also explain to clients that their information may be shared without consent if there is a serious threat to them or another individual’s life, health, safety or wellbeing. Furthermore Quantum staff and clients are required to understand that information may be shared without consent if it is relevant for assessing or managing risks to a child victim/ survivor of family violence.

If unsatisfied with the outcome, a direct complaint can be made to the Office of the Victorian Information Commissioner (OVIC), Website: www.ovic.vic.gov.au, Phone: 1300 006 842.

The Commissioner can investigate your complaint in relation to privacy practice and are able to serve compliance notices inclusive of penalties units if a breach of privacy has occurred.

You may also choose to seek assistance from the Homelessness Advocacy Service if preferred which can be contacted on 1800 066 256.

Access to your personal information:
  • Clients shall be given access to the personal information held by Quantum about them unless:
  • Providing access would pose a serious threat to the client or another individual.
  • Providing access would unreasonably have an impact on another’s privacy.
  • The request has no reasonable grounds.
  • The information is related to legal proceedings between Quantum and the client and the information could not be made available during the course of the proceedings.
  • Providing information would prejudice negotiations between Quantum and the client.
  • Providing access would be illegal or denying access is required by law.
  • Providing access would be likely to prejudice an investigation, prevention, detection, prosecution, or punishment of illegal activities.

In all of these cases Quantum will consider the best possible action to meet the client’s and organisational needs.

Quantum will take the necessary action to ensure that personal information is current and accurate.

If the client and Quantum disagree about the accuracy of personal information a client may request that a statement be attached to the file concerning the accuracy and currency of the information.

Quantum will provide the client with reasons why personal information may be withheld.

A response to a request for access to personal information must occur within a reasonable time frame.

Client Feedback, Complaints and Appeals:

Types of complaints or feedback include:

  • Staff Behaviour
  • Services you have received
  • Use of your personal information
  • If you feel your rights have not been met or have been exceeded
  • If you feel you have experienced racism, discrimination or cultural abuse while engaging in our service

If you have a complaint you can speak with:

  • A staff member involved with your issue
  • A Supervisor or Manager
  • Other organisations listed below

Contact Quantum and we will:

  • Listen
  • Give you information about what you need to tell us when making a complaint or providing feedback
  • Give you a copy of the Quantum Complaints and Appeals Policy if required
  • Deal with your complaint promptly
  • Try to resolve your complaint
  • Keep you up to date about the progress of your complaint
  • Provide other options if you wish to seek external help
Lodging Your Complaint:

You can lodge your complaint by going to our website www.quantum.org.au/feedback-process/ or email mail@quantum.org.au or fill out our Client Feedback Form available from our reception or call 1800 243 455. You will need to lodge your complaint as quickly as possible as any delay can make it more difficult to investigate what happened.

If you have any problems telling us what happened or why you are not satisfied let us know so that we can assist you to make your complaint.

  • We can arrange an interpreter if required
  • You can ask another person to assist you when making the complaint
  • You may request someone else to lodge a complaint on your behalf. Be sure you give them written permission to do this for you
Quick Steps to Help you Get Started:

What to tell Quantum about your complaint:
  • What has happened to cause you to make a complaint?
  • What was the approximate time and date that the incident or problem occurred?
  • Was anyone present at the time? Who was this person or persons?
  • Was anyone else who was not present involved with this incident or problem?
  • How did the incident or problem affect you?
  • In a few words tell us about how you would like the complaint resolved?

If you make your complaint in writing tell us:

  • Your name
  • Your address
  • Telephone number
  • The date
Not Satisfied?

If you are not satisfied with the way your complaint was handled you can contact:

  • The Homelessness Advocacy Service on free call 1800 066 256 for clients of Quantum’ homelessness service programs. The Homelessness Advocacy Service provides support and advice to clients in making complaints and is a free service.
  • Department of Families, Fairness and Housing (DFFH) Corporate Integrity, Information and Resolutions unit free call 1300 884 706 (see next page Making a Complaint to The Department of Families, Fairness and Housing.’)
  • The Victorian Ombudsman on Free Call 1800 806 314, Level 1 North Tower, 459 Collins Street, Melbourne 3000. The Ombudsman is independent and impartial and provides a free service.
  • Commissioner for Privacy and Data Protection on 1300 666 444, 121 Exhibition Street, Melbourne 3000
  • Office of the Health Complaints Commissioner on 1300 582 113, 26/570 Bourke Street, Melbourne 3000Victims of Crime
  • Commissioner on Free Call 1800 010 017 or email at enquiries@vocc.vic.gov.au
  • Victorian Equal Opportunity and Human Rights Commission on 1300 292 153, 3/204 Lygon Street, Carlton 3053
Making a complaint to the Department of Families, Fairness and Housing (DFFH)
Providing complaints to the Department of Families, Fairness and Housing (DFFH):

The Department of Families, Fairness and Housing (DFFH) provides, funds and regulates a range of services to people throughout Victoria. The Department aims to enhance and protect the health and wellbeing of all Victorians, in particular vulnerable groups and those most in need, by providing through its direct and indirect programs high quality services in a range of areas including:

  • Aged care
  • Child protection
  • Disability
  • Drugs
  • Health
  • Housing
  • Juvenile justice
  • Mental health
  • Specialist children’s services

DFFH welcome your complaints, comments and suggestions as they help DFFH improve our services.

Who can complain?
  • Client of the department
  • Client’s family (with consent)
  • Client’s friend (with consent)
  • Other community services agencies
  • Advocate and support groups
  • Department staff
  • Members of Parliament
  • Members of the public

Complaints can be verbal or in writing.

What can you make a complaint about?
  • Unprofessional behaviour.
  • Poor advice.
  • Unsatisfactory service
  • Misuse of information
Contact the Department and they will:
  • Listen
  • Give you information and advice
  • Help you get answers to your questions
  • Try to resolve your complaint
  • Deal with issues in a timely manner
  • Keep you up-to-date on your complaint’s progress
  • Provide advice about other internal and external review options, where appropriate

Lodge your complaint as quickly as possible because delays can make it difficult to investigate what happened.

Need assistance?

If you have any problems telling the department what happened or why you are dissatisfied let the department know so that they can assist you with making your complaint.

The department can arrange an interpreter if you or anyone else you know making a complaint needs that help.

You may request someone else to lodge a complaint on your behalf. You should give them written permission to do this.

Want to know what is happening with your complaint?
  • Call us to check on the progress of your complaint
  • We will explain what has happened and what will happen next
  • We will give an indication of how long the process will take
  • We will advise how simple or complex it will be to resolve your problem.
What happens to the information collected about complaints?

Your complaint information is used to investigate and hopefully resolve your matter and that may involve sharing the information with other relevant areas in the Department.

Statistical information regarding complaints is also used to improve the Department’s services, better understand community needs and respond more positively to complaints or suggestions.

Advocacy:

When seeking a service from Quantum you are entitled to have someone else of your choice also attend meetings with a Quantum staff member. This person may act as an advocate and support you to speak out on your own behalf or support you in making a complaint about services provided to you.

You may choose to have a family member or a friend advocate on your behalf and attend your meetings with Quantum staff. You may also like to have a worker from another service involved as an advocate in your meetings with Quantum staff. Alternatively, you may wish to contact one of the following advocacy services

Other agencies that may advocate on your behalf or you may be referred to:

Aged Care Advocacy

National Aged Care Advocacy Line

Gippsland Disability Advocacy

This service provides advocacy for people with an intellectual disability and provides assistance in a range of areas including denial or infringement of client rights, and potential abuse, discrimination or negligent treatment. The service contact details are:

Advocacy and Support in making complaints about Homelessness Services is provided by:

Council to Homeless Persons (VIC)

Ombudsman Victoria

The Office of the Ombudsman of Victoria will offer assistance to you in pursuing a complaint and can be contacted on:

Rainbow Network

The network provides a range of services including an advocacy services for young people who identify as LGBTI

Victorian Aboriginal Legal Service

The service provides legal services, this also includes advocacy to deal with other services.