If you raise a concern and feel that Anglicare does not adequately address it, it is your right to raise your concern with
NDIS Quality & Safeguards Commission
You deserve excellent mental health support… which is exactly what your caring and experienced NDIS team at Anglicare wants to provide! Your feedback is important, because it helps us understand what we’re getting right and what we can do better.
Anglicare has a process for handling your feedback which you are encouraged to use. You and your carer have a right to provide your thoughts, offer compliments, raise suggestions and resolve any complaints you may have through this process.
You can provide feedback or make a complaint at any time.
You are encouraged to first raise any concerns or complaints with the Anglicare team member who is providing your service. If you do not feel comfortable speaking to this person (or if they are not able to resolve your concern or complaint) you can speak with their Anglicare supervisor
Alternatively, you may make an anonymous complaint by completing the online feedback and complaints form or by calling 1300 111 278. Or you can also mail your complaint to:
NDIS Community Services Manager
Level 2, 62 Norwest Boulevard
Norwest, NSW, 2153
If you wish, you may have an advocate register a complaint on your behalf with your consent.
Anglicare is committed to managing your concern or complaint in a confidential, fair and timely matter. Within two working days of receiving your concern or complaint, Anglicare will contact you to explain how it will be investigated.
Anglicare may decide to carry out an independent investigation into your complaint and/or develop a plan with you to resolve the issue. You may be asked to meet with us to further discuss your complaint and agree on actions to resolve your concerns. If you’d like, a support person, carer, advocate and/or interpreter may attend this meeting with you.
Anglicare will keep you informed about the progress of your concern or complaint. If extended time is required to investigate your complaint, this will be explained to you. Anglicare will let you know the outcome of your complaint, including the decision made and/or actions taken to address your concerns.
Your confidentiality is ensured, maintained and respected throughout this process.