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Compliments and Complaints
We value your feedback immensely. Real feedback from our clients allows us to make sure that we are delivering the highest quality of service that we possibly can, and ensures that we are able to implement any necessary changes to enhance your experience with us!
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You may also complain directly to the NDIS Safeguards Commission if you would prefer or do not feel comfortable voicing your complaint to your service provider.
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A complaint can be made to the NDIS Commission by:
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Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
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More information about this process can be found on the NDIS Quality and Safeguards Commission's website (www.ndiscommission.gov.au).
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What will happen with my complaint?
For minor complaints, our Chief Executive Officer may be able to work out an immediate solution that suits you. More serious complaints need to be investigated, and may take some time to be resolved.
If the issue cannot be resolved immediately, you will be issued a letter, and we will aim to resolve the complaint within 21 days. Depending on the nature of the complaint, it will be investigated by either the Chief Executive Officer or the Management Committee.
If the complaint involves a staff member or committee member, they will be advised of the complaint and asked to provide their explanation.
We treat all complaints very seriously, and these are all registered on the Complaints Register. Access to this register is restricted, and the matter is treated in strict confidence.
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Your privacy and confidentiality will be protected throughout the entire complaints process.
Can someone support me to lodge a complaint?
Yes. You have the right to choose a support person or advocate to support you in all matters in relation to your complaint. AMR retains information on support and advocacy services, including a list of agencies that may be able to assist you.
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Please contact us for more information on support and advocacy services.