FEEDBACK
HELP US BE BETTER AT WHAT WE DO
GIVE IS YOUR FEEDBACK
A complaint is feedback you give us if you are
unhappy with our service and you would like us
to try to find a solution to the problem.
A COMPLAINT
A suggestion or compliment is an opportunity
for you to share a comment, opinion
or idea about how we can improve something.
A SUGGESTION OR COMPLIMENT
WHO CAN GIVE FEEDBACK?
Anyone can give feedback or make a
complaint including clients, families, advocates or others.
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Discuss the issue or suggestion with the staff member who is directly involved.
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Discuss the issue with a Manager.
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Complete a Complaints and Feedback form. (We can also send you a form or you can get one from your Cre8Away team member)
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Phone calls, letters and emails are also
welcome.
You can choose a person to support you with your complaint or feedback. This person can be a friend, family member, staff member or an advocate from another organisation
Request a Meeting
If you have a hearing, speech or communication impairment, phone the
National Relay Service on 13 36 77
4 WAYS YOU CAN HELP US
IMPROVE
CAN SOMEONE HELP ME PROVIDE FEEDBACK?
WHAT HAPPENS NEXT?
Cre8Away is committed to resolving complaints in an ethical, confidential, timely, transparent and fair way.
We view feedback as a positive opportunity to
improve the quality of our services and operations, and to strengthen relationships with our customers and with our community.
Complaints are treated confidentially.
Only the people who need to help find a resolution will be involved. Our team ensures the processes are followed in an appropriate and timely manner.
The target for finalising complaints is within 14 days from receiving the complaint.
We will be in contact with you throughout the
resolution process.
IF WE CANT MEET YOUR EXPECTATIONS
Whilst we would always prefer to resolve your complaint directly, you are also able to make a complaint to any of the following outside agencies.
NDIA Fraud Reporting Hotline
Phone: 1800 650 717
Email: fraudreporting@ndis.gov.au
Australian Human Rights Commission
Level 3, 175 Pitt Street, Sydney NSW 2000
GPO Box 5218, SYDNEY NSW 2001
Phone: (02) 9284 9888 Complaints Infoline: 1300 656 419
TTY: 1800 620 241
Email: complaintsinfo@humanrights.gov.au
Telephone Interpreter Service
Phone: 13 14 50
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Web: ndiscommission.gov.au
National Disability Insurance Agency
GPO Box 700 Canberra ACT 2601
Phone: 1300 362 072
TTY: 1800 555 677 then ask for 1800 800 110
Email: feedback@ndis.gov.au
National Relay Service
Phone: 133677
Multicultural Disability Advocacy Association (MDAA)
10-12 Hutchinson St, Granville NSW 2142
PO Box 884 Granville NSW 2142
Phone: (02) 9891 6400
Toll Free Phone: 1800 629 072
Email: mdaa@mdaa.org.au
Web: www.mdaa.org.au
People With Disability Australia
PO Box 666 Strawberry Hills NSW 2012
Tower 1, Level 10, 1 Lawson Square Redfern NSW 2016
Phone: 02 9370 3100 Toll Free: 1800 422 015
TTY: 02 9318 2138 TTY Toll Free: 1800 422 016
Email: pwd@pwd.org.au