We value all complaints and concerns

We not only acknowledge your right to question, comment or complain, we welcome the opportunity to learn about what we can do better. Your query or complaint will be taken seriously. We will inform you of our process and how long it will likely take and we’ll respond to you in writing.

Our complaints handling process meets both the standards of the Health and Community Services Complaints Commission and the NDIS Quality and Safeguards Commission.

In the first instance you or someone you trust are requested to direct queries, concerns or complaints to us for resolution, further information, clarification or advocacy services. Please submit your complaint via the form at the bottom of this page.

All questions, queries and complaints are welcome

Sometimes, information or differences of opinion need to be clarified with questions. In this case, we suggest you make a note of the questions you would like to have answered and then write to us using the form at the bottom of this page. We do ask that you maintain respectful behaviour when communicating with any of our staff members as per our behaviour policy guidelines below.

If you wish to make a complaint, simply complete the form at the bottom of this page. We’ll send you a confirmation that we have received your complaint and how we will address it.

Our Complaints Procedure

• We will listen to your complaint in a manner that is respectful

• If we need to, we might ask you for more details about the matter

• We will acknowledge your complaint in writing by email within 48 hours

• You will not be disadvantaged in any way for making a complaint

• If the complaint can be resolved quickly, we will ensure this happens within 7 days

• If the complaint requires further investigation, we will notify you of an expected resolution date

• After we have investigated your complaint, we will send you a letter informing you of the outcome

Our Behaviour Policy

You can expect to be treated with dignity, kindness and calm in all of your communication with us. We acknowledge that it’s sometimes difficult to maintain a sense of calm, but we ask that you remain respectful towards our staff at all times. In accordance with Psychosocial Safety Standards ISO 45003 and the Work Health and Safety ACT 2011, This practice does not tolerate any aggressive or harmful behaviours either in person, via social media, phone or email, including vexatious or unsubstantiated claims.

Complaints Handling

Our complaints handling process considers the nature of the complaint under 3 categories.

1. Can it be resolved with further information or resources?

2. Does it require mediation between 2 or more parties?

3. Is the complaint of a specific nature that includes but is not limited to any alleged breaches under relevant legislation?

What can I do if I’m not satisfied with the outcome?

If you are not satisfied with the outcome of your complaint, contact

  • The NDIS Quality and Safeguards Commission. Their phone number is 1800 035 544, or you can visit their website at www.ndiscommission.gov.au/

  • The Health and Community Services Complaints Commission. Their phone number is (08) 8226 8666 or 1800 232 007, or you can visit the HCSCC website at www.hcscc.sa.gov.au/

  • The National Disability Advocate Service. In South Australia, this is the Disability Advocacy and Complaints Service of South Australia www.dacssa.org.au or phone (08) 7122 6030.

You may also seek advice from an independent person or persons.

The National Disability Insurance Scheme Act 2013 defines an independent advocate, in relation to a person with disability, to mean a person who:

  • Is independent of the Agency, the Commission and any NDIS providers providing support or services to the person with a disability.

  • Provides independent advocacy for the person with a disability, assisting the person with a disability in exercising choice and control and having their voice heard in matters that affect them.

  • Acts at the direction of the person with a disability, reflecting the person with disability’s expressed wishes, will, preferences and rights are free of relevant conflicts of interest.

Complete the form below and we’ll respond within 48 hours.

If you require immediate assistance, please call the Mental Health Triage Hotline on 13 14 65. In case of an emergency, please dial 000 for ambulance services.