Complaints & Feedback

FEEDBACK

& complaints

Survey: Client Experience

Form: Feedback & Complaints

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.

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.

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

"Complaint?"

Definition:

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.

Policy & Procedure

Designed to ensure that the rights of our participants are maintained according to relevant legislation and standards.

The NDIS Commission has guidelines on effective complaint handling for all providers. This includes specific requirements for registered NDIS providers under the National Disability Insurance Scheme Act 2013 (the Act) and National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 (the Rules).

Additional legislation & guidelines include:

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

COMPLAINTS

process

There's always someone to talk to.

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

This step-by-step "complaints process" is a general hierarchy of management (i.e., from informal discussions to formal investigation).

You do not need to follow this process step-by-step - if needed, you can speak to anyone listed at any point in the process.

Step Three:

Talk to our

General Manager

Yanie Drysdale

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...

NDIS Quality & Safeguards Commission (NQSC)

Looking for advocacy support?

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)

Step 5:
Seek external advice & support

If you have a concern that is specifically about an employee...

Victorian Disability Workers Commission (VDWC)

FEEDBACK

& complaints

COMPLAINTS

process

Working with you on the canvas of your life