COMPLIMENTS, FEEDBACK AND COMPLAINTS

If you or someone you care for needs immediate emergency care, please call 000.

At DASH Access and Inclusion Services, we believe that services improve and grow because of the feedback from our clients. We welcome and value your feedback even when your experiences might not match your expectations because it will help us to improve our processes and quality and the types of services and care we provide.

We encourage you to feel confident about talking to us, even when you have issues. We will always listen and act on your compliments, feedback or complaints, so that we learn and become better at what we do and how we do it.

Our intention is to ensure that all clients, and their family carers, receive high quality services without fear of reprisal regardless of the type of feedback that is shared with us. (Health and Human Services, Victoria State Government, 2018, p. 4)

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Within DASH: How to make a compliment or provide with feedback or complaints

You can register your compliment, feedback or complaint via our website.

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Or, you or your advocate can talk to your Personal Carer, Support Worker, Cleaner or Service Manager.
Call us during business hours on Mob: 0497 077 016, 0456 841 869, 0456 841 749

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Email us at: info@dashaccessandinclusion.com

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We aim to respond to your complaints in a timely manner and resolve any issues within ten working days. If we cannot resolve your complaint, we will notify you as to the reason and will provide available options. We will call you to discuss the issues and advise when and how your issue will be addressed. We will also confirm our discussions and agreements with you in writing.

Externally: How to make a complaint

When you have an issue or complaint, we encourage you to contact us first so that we can formally acknowledge your concerns, get the facts right and work with you toward a solution. You can seek advice or advocacy to support you with the complaints process. To engage with complaints handling organisations, it is important to have discussed your issue with us first. If you feel that your issue has not been satisfactorily resolved, then you can contact one of the following complaints commissions.

Hearing Impaired

If you are deaf, hard of hearing or have a speech impairment, you can contact the National Relay Service

https://www.communications.gov.au/what-we-do/phone/services-people-disability/accesshub

Australian Competition and Consumer Commission (ACCC)

The ACCC is responsible for ensuring that sole traders, small businesses, companies and corporations comply with Australian competition, fair trading, and consumer protection laws.

1300 302 502

www.accc.gov.au/contact-us/contact-the-acc

Competition and Consumer Act 2010

Australian Human Rights Commission (AHRC)

The Commission is an independent organisation that works to protect and promote the basic human rights and freedoms that all humans are entitled to.

1300 656 419

complaintsinfo@humanrights.gov.au

https://www.humanrights.gov.au/complaints

National Disability Insurance Agency

If your feedback or complaint relates specifically to the NDIS, please contact the NDIS via their feedback and complaints page.

1800 800 110

feedback@ndis.gov.au

https://www.ndis.gov.au/about-us/contact-us/feedback-complaints.html

NDIS Quality and Safeguards Commission

The Commission regulate NDIS providers, provide national consistency, promote safety and quality services, resolve problems and identify areas for improvement.

1800 035 544

Information: https://www.ndiscommission.gov.au

In Victoria

Health Complaints Commissioner (HCC)

For impartial complaints resolution for all Victorians.

1300 582 113

Information: https://hcc.vic.gov.au

Disability Services Commissioner (DSC)

An independent oversight body that resolves complaints and promotes the right of people with a disability to be free from abuse.

1800 677 342

Information: https://www.odsc.vic.gov.au

National Mental Health Commission (NMHC)