|
|
|
 |
When people call a helpline they are often in a state of emotional crisis. It takes courage and perhaps a state of desperation to phone an unknown service for help, not sure if the phone will be answered by a 'real person' or a machine and yet, thousands of people every day take the plunge.
Any one of us might be a helpline caller. Until we are in a position of crisis we don't know how we would react. Parents, partners, adolescents, people diagnosed with a serious illness, people who realise that they have an addiction, people who are used to being in control in their lives may suddenly find themselves at a loss to know what to do.
Helplines Services
Helplines exist for the benefit of their callers. Each helpline has its own special identity and character; no two services are the same. Helplines Australia is committed to this statement of philosophy and values, which should inform and underpin the work of all member helplines. Helplines Australia asserts that users of telephone and internet based services have Rights.
Callers (Clients, Customer and Internet users) to telephone and internet based services are entitled to:
Make Contact In Confidence: All the information that a caller shares with a helpline should be kept in confidence. Information should only be passed on at the request, or with the agreement of the caller. Callers should be informed in advance if there are circumstances when the helpline would break confidentiality. Callers have the right to remain anonymous and the right to privacy;
Choice: Callers have the right to end their contact with a helpline at any time. They can choose whether to accept or decline any offer of help or advice;
Quality Services: Callers have a right to quality services from telephone helpline personnel who are carefully selected, are well prepared for their role, are regularly updated and trained and are properly supervised;
Access: Callers have a right to fair and equal treatment and access to helpline services. Every helpline should make their Equity and Access Policy accessible and available to callers;
Protection: Callers have the right to accurate and specific information about the services that a helpline offers. Callers have the right to expect that helplines are set up to provide a continuing, permanent service. Helplines must never exploit or abuse their Callers emotionally, financially, sexually, or in any other way;
Free Help: Callers should never be expected to pay more than the standard charge for their call. Callers should never be asked to pay for any other help over the telephone helpline they receive;
Comment: Callers have the right to complain and to comment about services. Helplines should make it easy for people to complain and should actively encourage feedback from callers. All helplines should seek to involve Callers or previous callers in the planning and evaluation of services.
Making a complaint
Complaints can be made to any staff or representative of the helpline. These complaints may vary in complexity and urgency and it is important for helpline agencies to have a policy on handling and resolving complaints.
Complaints will always require some formal documentation. Basic information will need to include date and time of when the complaint was made and a brief overview of the complaint.
Complaint regarding a service.
There are occasions where a complaint is made to a third party such as Helpines Australia. A complaint may be lodged by any person or organisation including, but not limited to, other helplines, carriers, service providers, internet providers, or any member of the public. In addition, Helplines Australia may initiate a complaint.
The helpline will be notified in writing regarding the nature of the complaint. Depending on the nature of the complaint, an offer to help the agency to rectify or remedy will be provided.
Any complaint, dispute or claim relating to a possible infringement or contravention of any Commonwealth, State, Territory or local government legislation, regulations, by-laws or orders maybe referred to the Carrier of the service(s) for appropriate action and may also be referred to any relevant authority or funding body, for appropriate action.
At present, complaints handled by Helplines Australia will be in accordance to the same steps adopted by the Health Insurance Commission, relating to professional practice. (Refer to: www.hic.gov.au ) |
|