Feedback and Complaints

CFKC may assist carers with complaints and compliments about:

• CFKC specific service provision;
• Communication, for example who to speak with in relation to a child in their care and who to speak to in relation to their caring role;
• How to escalate issues through DCP and/or support agencies and follow their processes insofar as possible;
• Access to relevant information;
• Referrals to appropriate services; and
• Lodging feedback regarding CFKC service provision and support.

Carers may contact CFKC for help with concerns, complaints and compliments about their caring role and engagement with service providers and stakeholders.

CFKC will support carers to have their voice heard and help resolve their complaints wherever possible.

If you are already connected to a CFKC Carer Advocate, you should communicate with them that you are seeking to make a complaint. They may be able to support you.

If you are not connected with a Carer Advocate, you can freecall 1800 732 272 or email support@cfc-sa.org.au.

You may wish to consider then providing your feedback directly to the Department for Child Protection. More information about DCP complaints is available here: https://childprotection.sa.gov.au/contact-us/complaints-reviews-and-feedback/making-a-complaint.

Complaints procedures are available with every foster agency as well and published on their website. If you need assistance in finding this information you can call us at freecall 1800 732 272 and we can give you a hand.

You can also find more information in the CFKC Carer Guide

If you would like to share a compliment or some positive feedback, please submit it via the website, by email to feedback@cfc-sa.org.au, directly to the staff member, or to their manager.

CFKC will receive your feedback and share it with the relevant team member(s) and the Board, where appropriate.

If you feel comfortable, you can raise the concern directly with the staff member you have engaged with in the first instance. This may help resolve the concern early, if that feels safe and appropriate for you.

If it does not feel comfortable or appropriate doing this, you can raise your complaint online, by email to feedback@cfc-sa.org.au, or in writing to:

Connecting Foster and Kinship Carers SA
Feedback and Complaints
2/229 Greenhill Road
Dulwich SA 5065

If you are unable to write your complaint, you can call 1800 732 272 and request to make a complaint. A phone appointment will be made with a staff member who is not subject to the complaint to record your concerns.

If contact details are provided, you will receive written confirmation that your complaint has been received.

Any person raising feedback has the right to expect:

• Their personal information will be handled appropriately;
• To be informed about the process involved in decisions that affect them;
• To be treated with dignity and respect; and
• To be informed about how to access their rights to review.

CFKC is required to comply with the Privacy Act 1988, Australian Privacy Principles and Information Sharing Guidelines.

You can remain anonymous if you use the website form and do not include your email address, or if you post your complaint to CFKC.

Where complaints are anonymous, there may be challenges to investigating and considering the complaint fully.

The complaints inbox is monitored by the Chief Executive Officer or an appropriate delegate. After you have provided feedback, you will be provided with an acknowledgement. CFKC is also committed to regularly updating you as the feedback is considered.

Depending on the nature of the feedback, the CEO may investigate or delegate consideration of the complaint to another staff member who is not subject to the complaint.

This may involve:

• Supporting you to resolve concerns directly with CFKC;
• Engaging with relevant people, including service providers, to collect information to better understand what has occurred;
• Discussing different approaches to resolve the complaint;
• Supporting the person making the complaint to put concerns in writing;
• Helping the person making the complaint to present information;
• Reviewing any other information that is necessary and relevant to the complaint; and
• With your consent, refer your issue to another organisation which may be more appropriately to respond.

If the complaint is about the CEO, it will be escalated to the Chair and relevant Board committee. You can also email the Chair directly at chairperson@cfc-sa.org.au, noting that CFKC staff do not have access to this inbox.

Anonymous reporting about compliments and complaints is provided to the CFKC Board every time they meet.

If you are not satisfied with the outcome of the complaint, you can choose to escalate it to the CFKC Board. You can email the Chair directly at: chairperson@cfc-sa.org.au, noting that CFKC staff do not have access to this inbox.

If you remain unhappy with the outcome after it has been considered by the Board, you may consider lodging a confidential complaint with the Office of the South Australian Health and Community Services Complaints Commissioner (HCSCC).

In most cases, you will be required to make your complaint directly to the service provider before lodging a complaint with the HCSCC.