What is a complaint

A complaint is when you tell LSA you are unhappy about something we have done, something we have not done or the way a service has been provided.

LSA welcomes complaints because they help us:

• Understand what is not working well
• Fix issues early
• Improve services and systems
• Make things safer and fairer for everyone.

Complaints play an important role in helping us improve how we work and how services are delivered.

Making a complaint will not affect your treatment care or support entitlements under the Lifetime Support Scheme.

Who can make a complaint

Anyone who has received a service from LSA can make a complaint.

You can also make a complaint on behalf of another person, such as a family member, carer or participant, where appropriate.

If you make a complaint on behalf of a LSS participant, LSA may be limited in what information can be shared with you.

Support to make a complaint

You can have a support person, advocate, family member or representative help you to make a complaint.

If you have communication, language or accessibility needs, please let LSA know and we will work with you to ensure you can access our complaint process and be supported appropriately.

Who will manage your complaint

All complaints are managed by the LSA’s Quality and Safety Team.

In some circumstances, where appropriate, a complaint may be referred to a relevant manager to respond. LSA will only do this where it supports a fair and timely resolution. If you do not want this to occur, LSA will respect your request, and the complaint will remain with the Quality and Safety Team.

How to make a complaint

Complaints about LSA can be made:

• Directly to LSA
• By contacting the Ombudsman SA .

There are many ways to raise a complaint with LSA

• You can speak with your service planner who can submit the complaint on your behalf

If you would prefer to submit your complaint directly to the Quality and Safety Team, you can do so by:

• completing the online form. Make a complaint
• emailing LSA quality and safety team at lsafeedback@sa.gov.au
• phoning LSA on 1300 880 849 and asking to speak with a Quality and Safety team member.

What happens after you submit a complaint?

When you submit a complaint, LSA will:

• Contact you within 2 business days to acknowledge your complaint.
• Request more information from you or other people related to the complaint, if required.
• Assess the complaint and work with you to address your concerns.
• Keep you informed about progress.
• Provide you with an outcome to your complaint.
• Provide you with information about where and how to request review of your complaint, if you are not satisfied with the outcome.

LSA aims to resolve complaints within 10 business days of receiving them. Sometimes this is not possible. If resolving your complaint will take more than 10 days, LSA will keep you informed.

Complaints about LSA funded service providers

LSA expects all LSA funded service providers to:

• Deliver safe, quality services
• Treat participants with dignity and respect
• Respond directly to complaints about their service

If your complaint relates to a funded provider, please contact the provider first to give them the opportunity to respond and resolve the issue.

If you are not satisfied with how the provider managed your complaint, you can lodge a complaint with the LSA about:

• The providers response and/or
• The providers complaint handling process.

Privacy and confidentiality

All complaint information is kept confidential.

Information will be shared only with your consent or if legally required to do so

What is feedback

Feedback is when you share your thoughts, experience or suggestions about services including what is working well and what can be improved.

Feedback can include

• Compliments
• Suggestions for improvement
• Something you would like LSA to be aware of
• Ideas about how services could better meet people's needs

Feedback is different from a complaint when you are not seeking a change or resolution but instead providing your views to help LSA improve.

If you are not sure if your contact is feedback or a complaint, you can still submit it. LSA will contact you to discuss the different processes and best pathways for your concern.

Feedback