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FEEDBACK

& complaints

"Complaint?"

Definition:

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A statement expressing a person's unhappiness, concern, or discontent about a situation 

"Feedback?"

This can include comments about what is working well, or suggestions for improving the way things are done. 

Safe Space

We encourage all employees, staff, participants/clients, informal supports (friends/family), and members of the community associated with AmeCare to provide ongoing feedback and (where applicable) make complaints or provide constructive criticism about any part of our service. 

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Feedback and complaints are used to continually improve and develop upon our service delivery, and you can choose to complete this process anonymously.

You will not be adversely affected as the result of a complaint.

We want you to feel safe & comfortable talking to us about any concerns.

You can submit a feedback form at any time.

You can expect a response within 3-5 business days.

Policy & Procedure

Designed to ensure that the rights of our participants are maintained according to relevant legislation and standards, as follows:  

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  • Disability Act 2006

  • Mental Health Act 2014 

  • National Disability Insurance Scheme Rules 2018 

  • NDIS Quality & Safeguards Commission guidelines 

  • National Disability Insurance Scheme (Restrictive Practices and Behaviour Support) 2018 

  • National Standards for Disability Services 

  • NDIS Practice Standards 

We may be a small team, but you have choice of a few people to talk to.

The step-by-step process (below) reflects a general hierarchy of management. However, you can speak to anyone listed at any point in the process. â€‹

COMPLAINTS

process

Step One:

Have a conversation

Is it a misunderstanding?

Talk to a trusted person about your concerns.

If needed, they can help you
make a  formal complaint.

You can speak to a support worker, support coordinator, or a member of our admin team.

Step Four:

Talk to our

Director

Gina Robinson

Step Two:

Talk to our
Complaints Officer

Michelle Annetta

Step Five:

Seek external
advice & support

If you are disappointed with the outcome from talking to anyone at AmeCare, or don't feel comfortable addressing your concern with us directly...

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NDIS Quality & Safeguards Commission (NQSC)

Step Three:

Talk to our

General Manager

Yanie Drysdale

Looking for advocacy support?

Victorian Disability Workers Commission (VDWC)

Victoria Legal Aid

VALID (List of Victorian Advocacy Organisations)

Office of the Public Advocate (OPA)

Action on Disability in Ethnic Communities (ADEC)

National Disability Advocacy Service (NDAP)

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