Why delete my post for being angry

[Jlol]

Hi @Ru-bee,

It has been about a month since we last spoke on this thread and I thought it would be good to catch up about our conversation, particularly where I said "...with all due respect, I do not believe it is true that SANE is receptive to this kind of feedback."

So to recap, I sent an email a while back outlaying my concerns about ending the ability to call the helpline with a private number. I also responded to the CEO in a post she made here in the forums.

I did get one email back, outlaying in simple terms why the decision was made and I asked a couple of follow up questions. There has not as yet been a reply.

Similarly, the CEO has also not replied to the questions I had in the forum.

I believe this demonstrates the concerns I raised above.

[Ru-bee]

Hi @Jlol 

I'm sorry to hear that you haven't been satisfied with the response to your feedback so far, I understand that would be frustrating, especially considering the nature of our past conversation. 

I've reviewed our complaints and feedback procedure to look into what next steps could be possible for you. In the event of any person not being satisfied with the outcome of their complaint or feedback, they are able to request an appeal by writing to SANE’s Chief Executive Officer via:
• email at feedback@sane.org;
• or letter at SANE, C/O 700 Swanston St, Carlton VIC 3053
The Chief Executive Officer will respond to the complainant within 28 days of receiving the
request for appeal. 

In the spirit of transparency, the following step will be to contact an external agency in the case that the outcome of the appeal is still not satisfactory. In this case the Complaint Manager will assist in referring to the relevant external agency to lodge this complaint. 

I hope this is helpful and gives you some next steps that you may take if you wish. Either way, I do understand the frustration and I hope that we're able to lead to a satisfactory response to your concerns.

[Jlol]

Thanks @Ru-bee,

It's not that what I had to say/ask was incredibly important in the scheme of things. More that communication with Sane around this sort of thing is very much one-way and feels disrespectful and dismissive at time.

It's fine to be selective about who your respond to - like I said previously, it's Sane's prerogative - but not fine to claim transparency and openness as Sane has done around this topic.

Again, I feel a bit silly and guilty for going on about this but as Sane seems to be the sole link between the Federal Government and mental health support I feel the need to hold it to a higher standard.

[Ru-bee]

I really appreciate that you do want to hold the organisation to a high standard @Jlol 

If your communication so far has dismissive or one-way, then I'd argue that it is important for you to be able voice this so that it can be looked into and remedied. There's nothing silly about that.

Again, I do really hope that the steps above are fruitful and result in a satisfactory outcome, and appreciate the time you've spent continuing to follow up

[Jlol]

Thanks Ru-bee, but I'm not sure I'll bother. I've put a lot of effort into communicating and there's no point if they'll just ignore it again.