Health and Wellness Professionals, Inc. (herein known as HWP), aims to ensure that the delivery of a service to a
client/patient is always of the highest quality and that the client/patient feels satisfied with their experience at HWP.
Should a client/patient feel that the service they received did not meet their expectations, or that they are unsatisfied
with the service provided, all persons have the right to lodge a complaint.
HWP aims to respond to complaints in a transparent, open and efficient manner. We will provide a safe environment for
all clients, so they can feel able to make a complaint without fear of repercussions or that they will be negatively
impacted upon due to the complaint. HWP respects and promotes the right of individuals to express concerns or
problems and lodge complaints and ensure that there will be no negative consequences for any client who lodges a
To make the process of lodging a complaint as seamless and possible, HWP has a Complaints Resolution Process in place.
All staff members must be able to describe this process should a client enquire about the process of making a complaint.
HWP will endeavour to resolve all complaints at a service level. However, if a client/patient feels that a satisfactory
outcome is unable to be reached at this level, the complaint can be directed to relevant external bodies for further
investigation, the details for which can be found listed at the conclusion of the procedure.
Additionally, client/patients have the option to remain anonymous if requested. Our service complies with relevant
privacy legislation when responding and handling complaints.
6 Step Complaints Resolution Process
Our six step procedure for resolving complaints is as follows;
A client, patient, community member or organization can make a complaint verbally in person, over the phone or in
writing, or via our website. A person can speak to any staff member who will direct them appropriately, or they may call
and ask to speak directly to any member of the Management Team or Director. Alternatively, a client may feel
comfortable with a particular staff member and can choose to have them record their complaint.
The client has the right to remain anonymous should they choose.
The complaint is submitted to the Executive Management and will be acknowledged in writing within 7 working days of
receiving the complaint through an ‘Acknowledgement of Complaint Letter.’ If the complaint is against the Management
Board then this process must be followed through by a upper level staff member within seven days of the complaint
Within the same 7 days, the complaint will be assessed and assigned priority by the Executive Management based on
the severity of the nature of the complaint.
From this it will be decided whether the development of a plan is required detailing further investigation and action, or
if the complaint can be resolved promptly. If the complaint can be resolved promptly, the complainant will be contacted
and liaised with via a phone call or scheduled meeting with the person. All complainants will receive documentation
stating their complaint and the resolution of the situation from a member of the Executive Management team.
If a complaint cannot be promptly resolved, a plan must be devised to detail the steps in addressing the complaint. The
plan must outline what is to be investigated (the situation, problem or issue) and the steps involved in resolving the
complaint. For example, more information may be needed, estimated time of resolving the complaint, identification of
the action the complainant desires, as well as noting any special considerations, such as any sensitive information or
confidentiality and privacy issues or requests. The purpose of the plan is to ensure that nothing is overlooked, and that
investigation does not lose its focus.
For a complaint to have a fair investigation there are three principals that should be followed at all times:
• Impartiality – Taking an open-minded approach, considering the facts and objectively looking at the account
of the complaint provided by the complainant.
• Confidentiality – When identifying details of a complaint the investigation should be done privately and
confidentially and care is to be taken when disclosing information to other relevant personnel.
• Transparency – The complainant should have knowledge of the various steps involved in the Complaint
Resolution Process and be given an opportunity for involvement and to comment or dismiss.
It is equally important to note that HWP encourages the complainant to take an active and participatory role during the
review of factors/issues related to the complaint and will support the person to be included in the process, so should
they wish to be.
Once the complaint has been investigated the complainant is to be informed of the resolution. All complaints may not
be able to reach a conclusion in the case that there is insufficient evidence to support the complaint. However, the
details of this should be explained and discussed with the complainant, if the complaint was not anonymous. All effort
will be put into reaching a satisfactory resolution for all involved parties. The complainant should be provided with
details regarding about the process and how the conclusion was reached. This information will be communicated
through the “Outcome of Complaint Letter” and if necessary, a meeting will be set up with the complainant.
- Follow Up
Once the response letter has been sent out, time is given for the complainant to seek a review of how the complaint was
resolved. HWP will always allow time to discuss outcomes of complaints and resolution processes with complainants.
If you feel that the complaint has not been resolved or if you wish to take the complaint above HWP, you are able to file
a complaint with the United States Department of Health & Human Services via the following link: