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Contact Details
By phone
Find the number of a specific division or office to contact them directly or call Service Tasmania on 1300 135 513.
Our staff
Use the Tasmanian Government Directory to find staff contact details
Social media
Follow our social media accounts to keep up to date with specific programs and initiatives.
3.3. Quality culture
A quality culture is one which reflects on everyday practice using values, beliefs and expectations to learn from experiences. This reflection is aided by a willingness to challenge assumptions which affect an organisations approach to service provision. Using this approach, areas for improvement can be identified in a systematic and planned way. The presence of a quality culture is important in delivering better service outcomes for people with disability and promoting the sustainability of the organisation.
A quality complaints culture is more than writing policy, procedures and guidelines. It is more than training staff in complaints resolution. Complaints must become an important and valued part of everyone’s job. This type of culture is the opposite to one where the organisation seeks to attribute blame for any mistakes made, which can have the effect of discouraging staff from taking calculated risks or indeed learning from their mistakes.
To create a ‘complaints friendly’ culture the executive leadership group need to clearly signal their support of the system and take visible responsibility for outcomes. Complaints resolution should be recognised and should be an important function within the organisation; how it works should be clearly articulated and publicised and its purpose and objectives should be discussed and reinforced with staff. People are an organisations greatest resource whether they are staff or people using services. People power is a key mechanism for raising awareness of the complaints approach and promoting accountability.
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