Keeping you informed: SANE policy updates

hello - this raises a few concerns for me -

1) it should say clearly if complaints aren't resolved by sane where you can go - Is it the MHWC? THe HCCC? What other options?

2) It should say the options of what can be done to protect people making complaints, given sane can ban them/retaliate - no one should be scared to make a complaint

3) there are best policies for complaint hanlding, including trauma-informed processes - why is this not mentioned?

4) how has this really changed, from what it was before? To be honest I read this as a bit centred preferentially to the service. Thanks again.

@EternalFlower

You have a point

Where the feedback page previously noted ability to escalate complaints to the CEO with POST OFFICE BOX ADDRESS (Which I'm sure many of us have saved) it doesn't now

It also listed each state's individual complaints body

Now it just says:

"Appeal process

If you’re not satisfied with how we’ve handled your complaint, you can request an appeal.

A department head or executive team member will review whether your complaint was managed fairly and in line with our policies and procedures.

External review

You can escalate your concerns to an external review body at any time.

External independent review bodies can consider whether your complaint was handled fairly and in line with relevant standards, and may offer advice, conciliation, or further investigation."

https://www.sane.org/about-us/policies/feedback-and-complaints?_gl=1*1ycdh7v*_gcl_au*MTk5MzA0MzY0OS4xNzkxNjA5NTUzLi0uLS4xNzkxNjA5NTUzLjE1NDQ1MTE4MTAuMTc5MTY5NzE3Ny4xNzkxNzA3Nzgy*_ga*MTc4MTY3NTc1Mi4xNzkxNjA5NTU0*_ga_3ZEWG66ZCS*czE3OTE3MDY0OTckbzE0JGcxJHQxNzkxNzA3NzIyJGozNyRsMCRoMA..*_ga_5LBR83NQ36*czE3OTE3MDY0OTckbzE0JGcxJHQxNzkxNzA3NzIyJGozNyRsMCRoMA..

@DogMan79 agreed. i think its also what sane is for - complex mental health etc - so with ppl with trauma histories being transparent is extra important. It reads to me like "we are doing you a favour to even consider your complaint - dont expect to get an outcome that necessarily feels right to you." It shouldnt be about expectations and favours, if you are displeased (wether sane agrees) there's generally a next step above sane, like with any organisation. This feels to me discouraeging to speaking up, as if its already decided from the outset that your complaint won't be upheld or honoured. Given the complex vulnerabilities of many ppl here, i see an issue with that. I have extensive experience raising complaints to sane, and it was very very diffciult, and at times retraumatisng. I do n ot see how this is a step forward.

this as well - "Mutual respect

We ask that all interactions with our staff remain respectful. Abusive, threatening, discriminatory, or harassing behaviour towards our staff will not be tolerated. By treating each other with respect, we can work together to resolve concerns. Where multiple complaints are submitted on the same matter, SANE may consolidate these for review. Additional submissions will not result in a faster response and may delay the investigative process" -

Mutual respect however the entire paragraph focuses on the risk of psychological safety to staff, suggesting that complainants that are vexatious, harrassment etc, by for example writing the same complaint twice? Perhaps the complaint has not been answered in the tiemfreame - (30 days) ? This doesn't read to me as respectful of - the difficulty speaking up about harm, and also doesn't indiciate that mutual respect exists in friendship or peer relationships. Sane is an organisation. Users are mentally unwell ppl. So the sensitivity to impact on us needs extra care. This is also seen in the power imabalance in meidcal settings. I wander if this was written with peer input. It reads to me as quiet dismissive of lived experience. That said, if others like it - i hope it assists the community.

Hello @EternalFlower,

Thank you so much for sharing your thoughts with us. This is really valuable insight and we appreciate your vulnerability in sharing how you're feeling. Please know that your concerns have been escalated to our community management team for review and you will hear back from them soon via email. 💛

thank you @auntglow, I was packing my bags to be banned. If still allowed on the platform, i'm happy to and willing to speak off platform or here. Thanks for responding.

Hi all,

Thank you for reading the policy and sharing your thoughts. Feedback and complaints help us learn and improve, and these updates aim to make the process clearer, more accessible and transparent.

Some additional background that may be helpful to highlight:

• The policy was updated after feedback that the previous complaints process could be hard to understand or navigate. The revised policy sets out clearer expectations, including timeframes and review options, in line with HCC recommendations.
• The policy continues to support independent review outside SANE, including escalation to the relevant health complaints body in each state or territory where appropriate. The full list is on page one of the policy.
• People can provide feedback, make a complaint or request a review without fear of reprisal. Complaints are managed confidentially and fairly.
• The policy embeds trauma-informed practice and commits SANE to an accessible, responsive, fair and transparent complaints process.
• An Easy Read version has also been developed to make information about feedback, complaints and options easier to understand.

For more information, including the Easy Read version, visit Feedback and complaints. For further feedback, contact the Quality and Clinical Governance Team at feedback@sane.org.

Thanks, Accessibility and non-discrimination are recognised, but culturally safe, identity-affirming and trauma-responsive adjustments are not clearly operationalised.

Power imablances are not addressed, and there is no mechanism to stop reprisal (ie banning) related to a complaint. There is no assertion that this will not be done. Just for full transprency I have received no communication from sane privately as @AuntGlow suggested.

Thats okay, however it would be good please just to be transparent abotu this.

• Also these are some of your mentioned HCC recommendations for cmoplaint handling - Standard 2: Communication
• Provide accessible, clear information using minimal jargon and technical terms.
• Supply regular progress updates to the complainant.
• Respect the complainant's preferred communication methods. [1, 2]
• Standard 3: Fair and Impartial Review
• Actively manage and declare any conflicts of interest.
• Ensure processes are culturally safe, fair, objective, respectful, and bias-free.
• Follow all relevant legislation and codes of conduct. [1, 2]
• Standard 4: Transparent Resolution
• Clearly explain the findings, reasons for decisions, and actions taken.
• Offer the complainant an opportunity to comment on proposed findings or actions before finalisation.
• Address the specific issues raised rather than generalising

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I would like to highlight number 4. Every time I have reached out to sane my complaints were closed and "considered finalised" without input from me. This has not been addressed in your policy.

I would also like to raise and ask about the conflicts of interests. Since peer support workers and moderators can ban us, (on their discretion) how could we complain about a peer support worker?

Again, I was happy to discuss off forum (or on) but can confirm I have not engaged off forum. I wish you well and thanks for explaining. I would recommend (as you guys have previously said its a very small percentage of ppl who complain) following up with the complainants, or those who were banned, to ensure they felt it was handled safely. This would ensure and prevent retraumatisation. Thanks for the chat :)