We value your feedback both when we have done really well and when we have made a mistake or not performed as you expected.
How to Tell Us if You are Unhappy with Our Services or Our People
We want you to be happy with our services and we want you to let us know when you are not happy with something. Your feedback gives us a chance to put things right and to make our services better for everyone.
A complaint is a way of telling us you are not happy with the people or services at Everyday Independence. For example:
- How you were treated
- Changes to your appointment times or therapist
- Not getting the service you wanted or expected
We Want To:
- Help you to reach your goals
- Make sure we are doing a good job
- Make sure we are doing what we say we will do
- Make it easy for you to tell us if we do something wrong
You can talk to us about your concerns directly or you can ask someone to complain for you. For example, a family member, a support worker, a guardian, an advocate or anyone in the community can help you explain your concerns or problems
What Happens When You Complain?
We want to fix the problem quickly. We will contact you, listen to you and discuss the problem. We will then try and solve the problem with you. We will write down the details and keep a record of the complaint as well as what agreement we have to fixing the problem.
To Make a Complaint:
You can make a complaint in a number of ways:
- Call 1300 179 131
- Email email@example.com
- Talk to your therapist
- Fill in the Complaints form
For extremely serious complaints you may want to make your complaint directly to the Everyday Independence executive team. To do this you can ask to speak to Everyday Independence Managing Director, Access and Impact, Leanne Healey. For example, when you have a complaint about your safety. Call 1300 179 131 and ask to speak to Leanne Healey or email firstname.lastname@example.org
We can also help you make a complaint in your preferred language.
When everything is sorted out we will ask what you thought about the way we answered your complaint.
Every month the leaders at Everyday Independence meet and discuss any complaints that we have received. Talking about how we fixed the problem will help us learn to do things better.
If you aren’t happy with how we have managed your complaint
You can contact the NDIS Quality and Safeguards Commission (NDIS Commission). The NDIS Commission is an independent Commonwealth agency that is in charge of checking the quality and safety of NDIS supports and services.
You can contact the NDIS Commission by:
Phoning 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
Visiting their website www.ndiscommission.gov.au
Additional information about the NDIS Complaints process can be found in the below resources:
To see Everyday Independence’s full Complaints Grievances Policy click here