Laughing Over Lunch

Feedback
and Complaints

Helping Hands encourages and welcomes all feedback, suggestions or complaints about our supports and services. Your valuable feedback helps us recognize where we are doing good and where we can improve. 

 

Your feedback is important to us, everyone who deals with us has the right to provide feedback or make a complaint. We have clear processes to make sure you are heard. We’re committed to receiving feedback

to ensure we continue to improve and optimise our supports and services. 

How to give feedback or make a complaint 

You can provide feedback or make a complaint in any of the following ways: 

What to include with your feedback or complaint

Please ensure the following information is included in your feedback/complaint:

 

Can I get help/assistance to give feedback or make a complaint?

Yes, we can help you in a number of ways, we can help you:

 

Can I give anonymous feedback?

We will keep your complaint confidential and only involve those parties who need to provide input into the complaint investigation process. But you do have the right to make an anonymous complaint, however, it may make it more difficult to investigate if we are unable to follow up or get additional information from you. 

What happens after I provide feedback or make a complaint?

One of your trusted Helping Hands staff members will confirm within 2 business days that we have received

your feedback/complaint, via email.

If the feedback is a compliment or suggestion, it will be sent to the appropriate manager, and the appropriate

staff will then be in touch to express our gratitude or discuss the suggestion further.

 

If the feedback is a complaint, it is ideal we resolve the complaint immediately, however, we may need to ask you to provide additional information and/or speak to our staff or other parties involved.

This may make the process longer. 

 

At Helping Hands we are committed to resolving all complaints and aim to let you know the outcome within 28 days. We take complaints seriously and we investigate them thoroughly. 

 

Will I be treated differently if I make a complaint?

Absolutely not.

 

Everyone has the right to make a complaint. Helping Hands welcomes your valuable feedback and you will not be adversely affected.  We thank you for taking the time to help us improve our supports and services. 

 

Is there anyone else I can complain to about Helping Hands services?

If you do not wish to directly submit your complaint to us, you may also submit complaints about our services to external complaints bodies, see below: 

 

NDIS Complaints Commissioner

Investigates complaints about the quality of services and supports provided by NDIS Service Providers.

Phone: 1800 035 544

Website: ndiscommission.gov.au/about/complaints

Online Complaints Form, find the online form here

 

NSW Ombudsman

Deals with complaints about non-NDIS, NSW Disability services, supported accommodation services, home and community care services, child protection services, and out-of-home care services for children and young people.

Website: ombo.nsw.gov.au/complaints

  • Complete our ‘Feedback & Complaints form’, you can find it here.

  • Speak to any staff member at Helping Hands directly or call Helping Hands to speak with a staff member over the phone on 0423 061 895 

  • Send an email to Helping Hands 

  • info@helpinghandsdisability.com.au

  • Your name

  • Your correct contact details (phone number, email address and/or postal address)

  • What your feedback or complaint is about - eg. the name of the service, who was involved, what happened etc.

  • What you want to see happen as a result of your feedback or complaint

  • Write out your feedback or complete the form

  • Ask a family member or friend to help you submit your feedback/complaint form

  • ​Arrange for an interpreter through the Translating and Interpreting Service (TIS) on 13 14 50 or visit www.tisnational.gov.au for assistance

  • You can also seek assistance from a disability advocacy service. Find one here

Questions? Let's Connect!

Give us a call and talk to one of our friendly staff in real-time, 

or fill out our online enquiry form and we'll get back

to you as soon as possible. We're here to help.

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