Provide Feedback

You and those you support have the right to be treated with respect and dignity.

At Mosaic, we believe that right extends to being free to voice any concerns or complaints without being concerned about upsetting anyone.

You also have the right for your complaint or feedback to be dealt with in a fair and supportive way and in complete privacy.

We are committed to treating all complaints and/or feedback promptly but you also have the right to contact external agencies to help resolve your complaint.

If you have a concern or complaint, or want to bring something to our attention, you can do so by contacting the Mosaic Quality Department directly.  We will provide information regarding Mosaic’s Complaints Process or direct any feedback to the appropriate area.

Your feedback will be recorded in writing and we promise to deal with it as quickly as possible. Note that this time may vary due to the nature and seriousness of your feedback. But, we will keep you informed.

We will also contact you afterwards to get feedback from you whether you were satisfied with the way in which we handled the feedback, complaint or concern.

We’ve provided some external agencies below for you to contact if you wish to have someone else help resolve your complaint.

There are many kinds of feedback we welcome from clients, families or anyone who wishes to help Mosaic improve what we do or keep doing what we do. Feedback includes:

• Compliments when we’ve done something right
• Suggestions for us to improve things
• Concerns or complaints

You can speak to support staff, a Mosaic coordinator or manager before calling or sending this form. Sometimes this is the fastest way to give feedback and resolve concerns. You can also write a letter. You also have the right to contact an external agency. See below for details.

• Describe what your concerns are, illustrating with specific details.
• Try to keep things in order of how they happened.
• Dates, times, locations and names of any person involved are important details.
• If you can, tell us what actions you would like us to take.