Feedback And Complaints
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Your input is one of the most effective methods for Avalon Care to improve individual results and the services delivered throughout the organisation.
Please let us know if you have a complaint, a problem, or good comment regarding any of Avalon Care programmes.
Your comments or feedback may result in enhanced support and services, improved communication, and occasionally changes to policies and the way services are delivered as a result of your feedback.
COMPLAINT
A complaint can be regarding any of the following:
- You’ve made a decision that you don’t like.
- The services that a participant is provided with being treated unequally
- Making a complaint can lead to better services for everyone and can help to resolve concerns promptly and prevent them from becoming more serious.
Complaints are a chance to learn something new like:
- To evaluate the services that are being delivered,
- To increase the quality of service offering
- To enhance the results for those who use services
METHOD FOR SUBMITTING ACOMPLAINT
Many issues may be resolved by speaking with the appropriate Support Coordinator or Plan Manager or with the General Manager of Avalon care. You can file a complaint at any time in person, over the phone, or in writing.
All complaints will be treated with care and confidentiality, and we will make every effort to address the problem as quickly as possible. Avalon Care includes a Feedback and Complaints Contact Person who can give further information about the process and update you on the status of any issues you’ve reported. You can fill out a Feedback, Compliments, and Complaints Form and send it to either the Support Coordinator or the Plan Manager in charge or the Contact Person for Feedback & Complaints or to the General Manager. If you require a copy of the Feedback, Compliments, and Complaints Form or to talk with the Feedback and Complaints Person, please call +61 411 400 662.
What Are The GoalsOf Avalon Care?
Avalon Care will:
- Provide you with information that is useful, accurate, and easy to comprehend when dealing with concerns.
- In our communications with you, please be kind and thoughtful.
- Refer inquiries to the relevant person as soon as possible.
- Respond to inquiries in a timely manner.
- Keep you updated on any delays or progress.
QUALITY AND SAFEGUARDS COMMISSION OF THE NDIS
NDIS QUALITY AND SAFEGUARDS COMMISSION
At any time, people can make a complaint about NDIS service providers or the support they provide to the NDIS Commission.
Victorian Department of Health and Human Services
Victorian Disability Services Commission
- Online: www.odsc.vic.gov.au
- Phone: 1800 677 342 (TTY 1300 726 563)
- Email: complaints@odsc.vic.gov.au
- Skype: Call or email to make an appointment first
Commission for Children and Young People Victoria
Office of the Commissioner for Privacy and Data Protection
Victorian Ombudsman
Office of the Public Advocate
The Australian Consumer Law (ACL) provides rights and safeguards to NDIS participants who purchase goods and services, including rules on consumer guarantees and unfair contract conditions. Under the ACL, Consumer Affairs Victoria offers information, guidance, and, in some circumstances, dispute resolution services to customers. If you have concerns about consumer protection in connection to your money, you may also contact Consumer Affairs Victoria or the Australian Securities and Investments Commission (ASIC).
Finally, if participants have concerns about financial consumer protection, they can contact the Australian Securities and Investments Commission (ASIC). See https://asic.gov.au/about-asic/contact-us/ for further information.
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