Complaints Procedure
Lewis & Lewis aims to provide a high quality service and wants to maintain a sound communication system between you - our clients and the Speech Pathologists & Psychologists whom we engage.
If a perceived problem arises or you are dissatisfied with aspects of service provision, it is suggested you follow the following procedure:
- Contact the individual who provided the service to see if the difficulty can be resolved or in order to provide feedback.
- If this is not possible or not preferred, or such action fails to remediate the situation, contact the Management Team of Lewis & Lewis. For speech and language assessment related concerns or for psychological assessments or other service-related problems, contact Mark Lewis, Bronwyn Lewis or Hugh McCusker.
- Where the response does not satisfy you, please put your concerns in writing and address it to The Director, Lewis & Lewis, PO Box 476, Brunswick, 3056. A reply to you should normally come within 10 working days, unless you are contacted for further information.
- If your issue remains unresolved, a meeting between yourself a representative of Lewis & Lewis and a nominated senior person from a Regional Office and/or Central Office will be arranged to enable a more formal mediation to occur.
PS: The above procedures refer to the more formal process of dispute resolution. However, sometimes an issue may seem to be relatively minor and you may wonder about contacting Mark, Bronwyn or Hugh. We welcome your thoughts and suggestions, as they may help us to review the standard of service provided in an ongoing manner and keep the informal communication channels open. We thank those who already do this and we also appreciate positive feedback.
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