DRIVING MISS DAISY FEEDBACK POLICY

We welcome and encourage your questions, compliments, complaints and suggestions to help us. Thank you.

All feedback from clients, their family and concerned individuals is very important to us and we are committed to using that information to further our aim to provide a high level of quality service for our clients. Your comments (whether compliment, general feedback or complaint) will be used to identify areas for improvement and encourage our Driving Miss Daisy network with shared positive feedback and endorsements.

This Driving Miss Daisy Feedback Policy explains the options you have to give your feedback whether it be a compliment, an expression of dissatisfaction or constructive suggestion to help us improve the Driving Miss Daisy service and reduce risks.

THE PROCESS TO RESPOND TO YOUR FEEDBACK

When you submit details using the Feedback Submission Form on this Website page, the details will be sent to a representative of Driving Miss Daisy. By completing the Feedback Submission Form, this will enable the details to be investigated promptly, if an investigation is required.  If you have provided your contact details: 

• You will receive confirmation via email.
• Email confirmation will arrive within 5 working days, acknowledging your compliment, general feedback or complaint and giving more information about what will happen next.
• We will aim to provide you an outcome of the investigations within 45 days unless that time is extended to collect information from others.

On some occasions, we need to ask people questions to better understand and investigate your feedback. If this is needed some additional time may be involved prior to responding to you. Consequently, if a response to your feedback cannot be provided within 45 days you will receive an email to explain why and to give you a reasonable estimate of the extension of time needed. When additional time is needed, you will again receive an email with new time frame details. If you did not provide us an email address then we will correspond with you using one of the other contact methods included in your Feedback Submission Form.

You may submit a Feedback Submission Form for yourself or on behalf of someone else. It will be helpful if you provide us with that other person’s contact details.

If your compliment, general feedback or complaint means we need to undertake an investigation, we will make inquiries discreetly with the people impacted in order to assist with providing you with an answer. Details will be kept and used in accordance with the Driving Miss Daisy Privacy Policy published on the national website and as directed by the law.

If we need more information we will use your contact details to request that information. We do ask that you acknowledge our request for additional details and give us a clear estimate of the time it will take you to reply. If we do not receive a response for additional information, we will hold the details open for 30 days and then mark the records as completed and close the file. A file will be re-opened on your request, once we are satisfied that your delay was on reasonable grounds.

The aim of this Policy is to:

• Resolve any compliment, general feedback or complaint fairly and in a prompt manner with personal views respected. As part of this process, if you choose, we will also offer support and assistance to find a solution.
• Collect your compliment, general feedback or complaint for the benefit of the Driving Miss Daisy Network.

If you are not in agreement with our recommended outcome with you, please send us details in a new Feedback Submission Form and we will continue the process to seek a fair resolution based on the new facts and data. The same time limits explained in this Driving Miss Daisy Feedback Policy will apply. If your submitted information meets the criteria of a critical or reportable incident we will manage the incident in accordance with the law and applicable regulatory body or authority.

We will keep records of each Feedback Submission Form for 7 years. All information will be used to enhance the quality of Driving Miss Daisy services within the Driving Miss Daisy Network.

If the details of this Policy are not clear to you, please contact Driving Miss Daisy using administration@drivingmissdaisy.com.au and we will endeavour to assist you.

This process is subject to changes in legislation. Updates of this Policy will be made as a replacement of this page.

If you are a client through NDIS or Aged Care Quality or another organisation, it is your right to also use their contact details to send in feedback. Driving Miss Daisy, each Driving Miss Daisy independent franchise owner and Driving Miss Daisy staff are aware of, and take responsibility to complete their activities in accordance with the standards required by NDIS, Aged Care Quality and other organisations within the sector.

Important Words Used

• “Driving Miss Daisy Australia” means  Driving Miss Daisy Franchising Australia Pty Ltd who is the Franchisor of the Driving Miss Daisy Network of Driving Miss Daisy franchise business owners.
• “Driving Miss Daisy Network” means the Driving Miss Daisy franchise business owners and their companion drivers and staff in Australia.
• “Feedback Submission Form” means the form included in the website page which will send the submitted details to both the named franchisee and the Franchisor.
• “our”, “us” and “we” means Driving Miss Daisy Australia who will be the first to respond to the feedback that you have submitted.
• “Website” means the site at www.drivingmissdaisy.com.au which is owned by the Franchisor who is entitled to access all information submitted to the Website from time to time.

Resources To Assist You

• https://www.ndis.gov.au/contact/feedback-and-complaints 
• ombudsman.gov.au
• disabilityloop.org.au

More Information

At any time you can request further information or provide us with other interesting and useful information by contacting us at our email address administration@drivingmissdaisy.com.au

Current as of 21 January 2024