How do I make a complaint or give feedback about SHINE for Kids?

SHINE for Kids wants to give you the best quality service possible. If you have found our service helpful or have any ideas on how something can be done better, please let us know.

We also want to know if you are not happy or have concerns about any part of our service.

Can I give feedback on anything?

Yes!  You have the right to express your opinion about any part of any service at SHINE for Kids. It may be:

• a complaint
• a compliment
• a concern
• a fear
• an idea
• a suggestion

Making a complaint can feel difficult, so here is information to help you.

What do I do first?

If you feel safe, talk to the person concerned.

If you do not feel comfortable about this, you can send a message to SHINE for Kids through our website here.

What happens after that?

Your complaint will be dealt with sensitively and quickly.

You will receive a letter within 14 days of making your complaint that will:

• set out what we understand your complaint to be about;
• give the name of the person who is managing your complaint and how they may be contacted; and
• state the time and the steps the worker will take to deal with your concerns.

What happens after I get my letter?

SHINE for Kids aims to investigate and resolve all complaints within 28 days. If this not possible we will write to you and explain why.

All complaints will be dealt with:

• seriously
• quickly
• confidentially; and
• without stopping your right to use SHINE for Kids services

Can I have someone to help me?

Yes!  It is OK to have a friend or person you trust to help you in any of the steps to resolve your complaint.

What if I need an interpreter?

SHINE for Kids will assist you if you need an interpreter.  There will be no cost to you for this service.

Contact us via our website here.