My Opinion Counts
If you have concerns about any aspect of our service, or you are not satisfied with the quality, we would like to hear from you.
Your complaint will provide us with information to improve and ensure we are delivering a quality service. We aim to resolve your complaint, to your satisfaction, as quickly as possible.
You have the right to say something regarding:
Actions taken or decisions made by us
Quality of services
Practices, policies and procedures
Unsatisfactory conduct from our staff
To lodge a formal complaint, you can:
Complete the form available on our website or app under ‘Feedback’
Send an email to hello@hphhfoundation.org or a letter to Happy Paws Happy Hearts, 139 Wacol Station Road, Wacol QLD 4076
Telephone us on 0422 045 666
Our staff can provide information about how to find the most appropriate formats for your needs.
How to make a complaint
To make a complaint, there are some steps you should know:
Make your complaint clear
Write or tell our staff any relevant information about the issue in the order in which it happened. Where possible have dates and names of people involved. Clearly state what you are seeking or the action you would like us to take.
Gathering information
A selected Happy Paws Happy Hearts employee will consider if they need to gather further information. We will try to find the most effective way to solve the problem and report back to you about the outcome. If needed, we may contact you to get more information.
Investigating your complaint
If your complaint raises serious concerns about safety or public risk, we may decide to conduct an investigation.
Unsatisfactory Response
If you are not satisfied with the response to your complaint, please tell our Happy Paws Happy Hearts Enrolement Team Leader – Deeanne Hudson.
Complaints Privacy and Confidentiality
Happy Paws Happy Hearts handles complaints in accordance with the Happy Paws Happy Hearts – Complaints, Grievances and Disputes Policy and Procedures.
Your complaint will be handled in a confidential manner. We will only use and disclose personal information where it is necessary to do so and will tell you about it before we share the information.
Making a complaint can be stressful and emotional. To minimise any stress or anxiety and to ensure that the complaint is handled in a harmonious manner we’ve set out a code of conduct that you should expect from us and which we expect from you.
What do we expect from you?
Show respect in all contact and communication.
Clearly identify the issues and concerns.
Provide all relevant and factual information to the best of their abilities.
Cooperate with requests for information, enquiries, or investigations.
What can you expect from us?
We will provide easy access to the complaints-handling process.
We can assist persons where needed, for instance culturally and linguistically diverse backgrounds, persons with visual/hearing impaired or limited literacy skills or inability to read/write.
We are flexible in the management of your complaint and allow for anonymous lodgement of complaints.
We record and document all actions and decisions.
We handle complaints, grievances, and disputes in a respectful, fair, prompt, and objective manner.
We will always maintain confidentiality.
We have no fear of reprisal upon the lodgement of a complaint, grievance or dispute.
We apply principles of natural justice and fairness in managing complaints, grievances, or disputes.
For more information or help with making a complaint
If you would like any further information or help to make a complaint, please contact us.
Email: hello@hphhfoundation.org
Mail: PO Box 458, Kenmore, Queensland, 4069
Phone: 1300 077 984
National Relay Service:
If you are deaf, or have a hearing or speech impairment, and need assistance with making a complaint, please contact us via the National Relay Service.
TTY users phone: 133 677 then ask for 0422 045 666
Speak and Listen users phone: 1300 555 727 then ask for 0422 045 666
Internet relay users connect to the NRS (www.iprelay.com.au/call/index.aspx) and then ask for 0422 045 666