Feedback and Complaints

Complaints and issues raised by you help the team at EnhanceABILITY to improve our service.  You have a right to make a complaint without being concerned that it will affect your access to therapy services or that it will be shared with others.

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Policy

EnhanceABILITY will:

  • Support consumers to understand their rights and what they should expect of providers
  • Supports consumers to have the confidence to complain when they face issues
  • Enable other support workers and advocates to make complaints and ensure issues can be addressed when persons with disability are unable or unwilling to make a complaint
  • Support the resolution of complaints when possible and provide an escalation pathway where required
  • Enable the identification of issues and drive improvements to our service

Identify and report on any complaints or issues that are reportable under NSW Law.

How to make a complaint
  • You can contact us via telephone on 63019544, in writing to us at PO Box 1252, BATHURST, 2795 e-mail at info@enhanceability.com.au or in person. You can complain anonymously.  You can also ask someone to complain on your behalf.
  • If you wish to support someone who has difficulty communicating to make a complaint or who requires an interpreter we will make sure to the best of our ability and resources that supports including augmentative and alternative communication (AAC) are available.
Our commitment to people who make a complaint

All reasonable steps will be taken to ensure that:

  1. A person who makes a complaint, or a person with a disability affected by an issue raised in a complaint, is not disadvantaged as a result of the making of the complaint; and
  2. Information provided in a complaint is kept confidential and only disclosed if required by law or if the complaint needs to be discussed with a team member.
  3. All EnhanceABILITY team members are required to handle complaints in a polite, prompt, consistent, positive and constructive manner.
Our complaints procedure
  1. Once you contact we will ask if a Director can meet with you either face to face or over the phone to gather more information about your concerns.
  2. We will formally document your complaint/concerns on our Complaints and Incidents Record Form and investigate what happened in order to report back to you.
  3. We will ask you to meet with a Director to review the information we have documented. We will talk about our findings and discuss how best to resolve your concerns.
  4. We will ask you to review what we have written and co-sign it as a correct representation of your concerns and your understanding of our actions to resolve them.
  5. We will provide you with a copy of the completed Complaints and Incidents Record Form.
  6. If the complaints/concerns are about a consumer we will also keep a copy of the form on his or her file.
If you don’t feel that your complaint has been resolved

NDIS Participants: NDIS Quality and Safeguards Commission

If you are, or are complaining on behalf of an NDIS participant, a complaint can be made to the NDIS Commission by:

  • Phoning 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged. If you have a communication disability you can contact the National Relay Service and ask for 1800 035 544.
  • Completing a complaint contact form available at https://www.ndiscommission.gov.au/participants/complaints

Other Consumers: Health Care Complaints Commission NSW

The Commission’s Inquiry Service handles inquiries from people who are concerned about the quality of the health care provided to them or to a family member or friend. The service also responds to questions from health service providers in relation to complaints. Inquiries are usually made by telephone or email. Sometimes people visit the Commission’s offices.

Contact details:

  • Telephone 1800 043 159 (free call from landlines) or TTY 02 9219 7555.
  • National Relay Service 133 677
  • Email: hccc@hccc.nsw.gov.au
  • Post: Locked Mail Bag 18 STRAWBERRY HILLS NSW 2012