Complaints and Feedback
Feedback
We want the best for you
Your feedback allows us to provide high-quality services; we actively seek your input. Feedback can be provided anonymously or through written or online surveys or conversations with you. We want your feedback on the following:
- quality of care received
- consistency of services provided
- support worker performance
- supports that work for you
- changes you want made to assist you
- what you like and dislike about our services.
You always have the right to expect the best possible standard of service from us, and we will treat any concern or complaint you provide as a serious issue.
You can make an anonymous complaint to our Complaint Manager using the Anonymous Complaints and Feedback form provided during the intake process. Remember not to identify yourself during this process if you wish us not to know who is making the complaint.
Making a Complaint
You can make a complaint regarding our services or a Staff Worker provided to work with you. If you do not feel comfortable making a complaint, someone else can do this on your behalf, including:
- an advocate
- a family member
- a close friend
- your care worker
- a person you know and trust
Below is a flowchart that demonstrates our commitment to your complaint or feedback. We do not ignore your feedback but have a process to ensure that our management hears your voice. You can also be part of our feedback system by providing feedback and sharing ideas with our management. Don’t hesitate to contact us if you wish to express your thoughts, lived experience and ideas.
Can be from staff, participants, public, advocates, family members, carers, anonymous person/s
Compliance Manager orgoverning body appointment manages, records, reviews, collaborates, investigates (yes/no), communicates, plans actions to determine outcomes with the complainant
- Acknowledge
- Complaint Review (offer advocate)
- Assess the complaint
- Investigation and decision-making (ensure procedural fairness)
- After the complaint
Feedback/complaint are processed, collaborated and outcomes are record in Complaints Register. They are retained 7 years.
Quarterly review for trends for governing body actions
Complaint information are tabled in every management meeting to determine continuous improvements in policy and procedure.
Once a complaint has been received, Caredom ‘s Complaint Manager will investigate the complaint and find a resolution. The Complaint Manager will write a letter to confirm that your complaint has been received. This letter will provide you with the expected date Caredom of the complaint resolution.
The complaint will then be investigated, and a plan to resolve it will be created. You will be informed of this plan, and we will ask you to provide your opinion on our recommended solution. You can advise if you are happy with the proposed solution or unhappy with the outcome and feel the matter is not resolved.
Regulatory Bodies
Escalating your complaint
If you are not happy with the solution proposed by Caredom regarding your complaint, you can speak to other organisations, such as:
Commonwealth Ombudsman – Disability Services
Telephone: 1300 362 072
Email: ombudsman@ombudsman.gov.au
Website: www.ombudsman.gov.au
NDIS Complaints
Telephone: 1800 800 110
Email: feedback@ndis.gov.au or
Website: https://www.ndis.gov.au/contact/feedback-and-complaints