Comments and complaints

How to make a complaint about a service offered

• In person (for more information, click here)
• By phone or email
• By post
• A complaint can be made in anonymity (for more information click here)

Making a complaint by phone or email:

• Tell the operator/ write in your email the nature of your complaint
• The operator/ receptor of your complaint must raise your complaint with the service manager
• Upon receiving your complaint, the service manager will respond within 15 days

You can be sent a response by email or post. If you wish to remain anonymous, then a response to your complaint will be posted on our website.
In the event that our organisation is at fault, steps will be taken to remedy the problem.
In the event that you have already complained and are still not happy with the outcome, we recommend that you contact:

• Our manager (at the organisation's ad­dress or by phoning the office)
• La Strada's board (which is responsible for naming the organisation's ma­nager, and which is responsible for the course the organisation follows. You can contact the board by writing to us at our normal address)
• Prague City Hall (City Hall hands out the authorisation which allows us to provide social services. Its address is: Odbor socialni pece a zdravotnictvi MHMP, Charvatova 145/9, 11000 Praha 1)

Making a verbal complaint

When making a verbal complaint you may use one of La Strada's inter­preters.
You must make a written complaint in the language that you use when communicating with your social worker or consultant.
When making a complaint you can also chose a representative, you have complete freedom in the choice of your representative.

Comments

If you have any sort of recommendations on how to improve the quality of our services, you can also share your comments with us. You can address your comments to your social worker or consultant, or indeed the service manager. These individuals will take your comments into consideration. They, however, do not have to react to a comment and are not bound to tell you about what they will do in light of your comment.