Complaint Policy

Purpose

CARE WITH US is committed to providing high-quality services and maintaining a culture of continuous improvement.

As an NDIS-Funded Assistive Technology & Disability Equipment Provider in Australia, we value the trust our clients place in us and strive to address concerns effectively to ensure satisfaction and continuous improvement.

This policy outlines our process for managing complaints to ensure they are handled promptly, fairly, and effectively.

Scope

This policy applies to all clients, their families, and stakeholders associated with CARE WITH US.

Policy Statement

CARE WITH US values feedback and is dedicated to resolving complaints efficiently and transparently.

 

We ensure that:

 

  • Complaints are handled with respect and confidentiality.

  • There is no adverse treatment for those making a complaint.

  • Continuous improvement is achieved through feedback.

Procedure

1. Lodging a Complaint

Complaints can be lodged in various ways:

2. Acknowledgment

Upon receipt of a complaint, CARE WITH US will:

  • Acknowledge the complaint within two business days.

  • Provide the complainant with a reference number and an estimated timeframe for resolution.

3. Investigation

The complaint will be investigated by a designated officer who will:

  • Gather relevant information.

  • Maintain confidentiality throughout the process.

  • Contact the complainant for any additional information if required.

4. Resolution

After investigation, CARE WITH US will:

  • Inform the complainant of the outcome.

  • Implement any necessary changes or improvements.

  • Provide options for further action if the complainant is not satisfied with the resolution.

5. Review

If the complainant is dissatisfied with the outcome, they can request a review by senior management or escalate the complaint to external bodies such as the NDIS Quality and Safeguards Commission.

Feedback and Continuous Improvement

CARE WITH US uses complaints to identify areas for improvement and ensures that feedback is integrated into service planning and delivery.

Contact Us

For more information or assistance with the complaint process, please contact us:

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