MAKING A COMPLAINT (Click here to view this document in a seperate window)

Introduction

UnitingCare Wesley Adelaide is committed to providing a safe and respectful environment, and to improving our services in response to comments and complaints.

Policy

We encourage people who use our services, or interact with us in any other way, to let us know of any concerns or complaints which they may have. In responding to these complaints we are committed to:

• Fairness
• Timeliness
• Confidentiality
• Providing support to those making complaints
• Investigating the complaint thoroughly
• Referring the complaint to external bodies where appropriate
• Giving feedback to the person making the complaint.

How to make a complaint

You can make a complaint in any way you choose. This could mean writing a letter, speaking to us, or asking someone else to contact us on your behalf. You will be offered an appointment to discuss your complaint.

It is a good idea to have someone to support you if you are being interviewed regarding your complaint. A support person may be able to help you to express your concerns clearly and thoroughly.

Who to contact if your complaint is recent

This will vary with the circumstances. The complaint may be in regard to the actions of a staff member, or it may be a more general complaint about the organization.

If your complaint is with a staff member, depending on the nature of the complaint you may wish to speak directly to the worker concerned, as this may be the simplest way of resolving the situation.

If you do not feel comfortable doing this, or if the complaint is not with a person, you may speak to the Team Leader, or the Manager of the relevant area.

As we receive funding from a number of government departments, we have a number of different legal obligations. You can ask whether the area you are concerned with has its own specific complaints policy. In some instances, our funding bodies have complaints units you can approach.

Who to contact if your complaint is from the past

If your complaint is from some time ago, we may no longer be providing the same type of service. In these circumstances, the first person to contact is the General Manager Services, Ms Gwen Moore, on 8202 5111.

What if the complaint is regarding a criminal matter?

In this case we will refer the complaint to the relevant external body, such as the Police, or the Department of Child Youth and Family Services.

What if you are not satisfied with the outcome of making your complaint?

If you advise us that you are not satisfied, a more senior person in the organization will consider your complaint. You will be able to speak to that person directly.

Additionally, you may approach an external agency, such as the Ombudsman (8226 8699), the Anti-Discrimination Board (8207 1977), or the complaints unit in the relevant funding body.

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APOLOGY TO THOSE WHO MAY HAVE BEEN ABUSED AS CHILDREN IN RESIDENTIAL CARE (Click here to view this document in a seperate window)

From the beginning of the 20th century until 1985, this organization was responsible for providing residential care for children. The Methodist Children’s Home (later known as Lentara) was established under our original name of Methodist Central Mission (later re-named Adelaide Central Mission, and now UnitingCare Wesley Adelaide). In the 1970s, Lentara was closed and a number of suburban cottages operated until 1985.

The Senate Inquiry into Children in Institutional Care heard from many people around Australia who were residents in institutions, and its report, ‘The Forgotten Australians’, details many cases of severe abuse experienced by children. It also describes the trauma experienced by children who were cut off from their families, and grew up in harsh and unloving conditions.

The President of the Uniting Church in Australia has issued a public apology to any who were abused in Uniting Church institutions, and this has been supported by the Moderators in all Synods.

After considering the Senate report, at its meeting on 30th November 2004, the Board of UnitingCare Wesley Adelaide passed the following resolutions:

That UnitingCare Wesley Adelaide affirm the significance of the Senate Inquiry into Children in Institutional Care and the findings documented in its report “Forgotten Australians”, and, in consequence:

1. Acknowledge with sorrow that some children in our institutions may have experienced:

• neglect of their social, emotional, spiritual and physical needs;
• physical violence, sexual or emotional abuse perpetrated by staff who should have been trustworthy;
• emotional and social trauma and on-going harm;
  and apologise unreservedly to these people.

2. Apologise unreservedly to the families of those who may have experienced abuse in our institutions for the trauma they experienced.

3. Acknowledge those faithful staff who strove to provide (within the context in which they worked) secure, safe and loving environments for children and young people in care.

4. Note that through the Children, Youth and Family Advisory Committee of UnitingCare Australia, UnitingCare is reviewing current practice for handling past abuse allegations and complaints within the agencies in order to advise on the development of a consistent and transparent process.

5. Request the Federal Government, in the light of the evidence presented within the “Forgotten Australians” report and the recommendations made:

a. To issue a national statement of acknowledgment and apology.

b. To consult with State Governments, Churches and Agencies regarding the establishment and management of a national reparation fund.

c. To develop comprehensive and consistent national standards and accreditation processes for the provision of institutional or out-of-home care, which builds on existing State standards and regulations.

6. Request the Government of South Australia, in response to the “Forgotten Australians” report:

a. To issue a statement of acknowledgment and apology.

b. To co-operate in the establishment of a national reparation fund.

c. To participate in the development of national standards for out-of-home care for children and young people.

We invite any person who was a resident in one of our homes for children to make contact with us, by writing to Gwen Moore, General Manager (Services), 10 Pitt St, Adelaide 5001, or by ringing to speak to Gwen on 8202 5104.

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