HOW to give us Feedback
It’s OK to give us feedback or raise a complaint.
Have you experienced support in our service which you would like to tell us about? We value your feedback. It can be about something that has been done well or something you feel we could do better. Providing us with feedback helps us develop and improve our supports and services.
You can always email or speak with your Service Manager and we encourage you to attend our regular Family Forums.
Raising A Complaint
Your complaint or concern could be about any aspect of our service. It is important that you raise issues with us as soon as possible. We review every issue raised in a fair and transparent manner and more often than not, are able to quickly resolve this once we know about it. This also helps us implement any future improvements.
On occasion, the nature of your concern cannot be resolved straight away and we might ask you to use our ‘Grievance Resolution Procedure’. This is provided to you and referred to in order to reach a suitable outcome.
Our Grievance Resolution Procedure:
STEP 1: Raise a concern by notifying your Service Manager or Support Worker, if you are comfortable.
STEP 2: If you are not happy with the outcome, contact our General Manager Help Disability Care directly or phone (07) 3868 1765.
STEP 3: Log your feedback through our Help Disability Care Get In Touch website form, to be actioned by our Quality & Compliance Manager.
STEP 4: Submit a complaint to the NDIS Quality and Safeguard commission:
- Call 1800 035 544 or visit www.ndiscommission.gov.au (interpreters can be arranged).
- Contact National Relay Service or TTY by phoning 133 677, if you require support.