Document
Feedback & Complaints
An explanation of how Your Care handles feedback and complaints.
Document Overview
Our Commitment
Your Care values all feedback and complaints.
We are committed to ensuring:
- We deal with all complaints and feedback fairly and quickly.
- Ensure all service users know how to provide feedback and complaints.
- Keep records on all complaints and feedback received.
What is a Complaint?
Complaints can be made about any part of the quality or delivery of Your Care services
Complaints may include:
- The way a service is provided.
- The conduct of our employees.
- Your privacy and confidentiality.
Who can Make a Complaint?
Anyone can make a complaint including:
- The client or participant.
- Family or guardian.
- A service provider: for example, a financial intermediary,
support coordinator or care coordinator.
How to Make a Complaint or Provide Feedback
- In person at your local Your Care branch
- By email info@yourcareco.com.au
- In writing PO BOX 163, Bendigo Central, VIC 3550
- On our website www.yourcareco.com.au
How Complaints Help Your Care
- To provide better outcomes to service users
- Improve our service quality and delivery
- Identify, manage, and fix problems
Who Can Help Me Make a Complaint or Provide Feedback?
The NDIS Quality and Safeguards Commission
Online: https://www.ndiscommission.gov.au
Local Advocacy Services
Rights Information and Advocacy Centre
480 Hargreaves St, Bendigo VIC 3550
Phone: (03) 5443 0550
Regional Disability Advocacy Service
132 Melbourne Road, Wodonga NSW 3690
Phone: (02) 6056 2420
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