If you have a concern or problem with a support or service provided by us the first thing you should do is talk to your clinician at the Practice – wherever possible our aim is to resolve your concerns or problem when you first contact us at the clinic. Alternatively, you may call us on (08) 9468 3257.

If you are not satisfied and would like to make a complaint, you can complete the Complaint Form below. In this way we can ensure we understand and have accurately collected all the details of your complaint or your area of concern.

We will complete the following steps regarding our complaints process:

• Provide you with an acknowledgement of receipt of your complaint;
• Keep you informed of the progress of the complaint, including any action taken, the reason for any decisions made and options for review of decisions;
• Keep you involved in the resolution of the complaint.
• Advise you in writing of the decision/outcome and the reason for the decision.

If we are not able to resolve your complaint within 10 working days, we will keep you informed of our progress and how long we expect that it will take to resolve your complaint. Please read our privacy policy for an explanation about how we take your privacy extremely seriously.

What to do if you are not satisfied with the outcome of your complaint:

If you feel that your complaint has not been resolved to your satisfaction, you can ask for the decision to be reviewed  and explain why you are not satisfied with the outcome.

We invite you to contact the NDIS Commission:

• email: contactcentre@ndiscommission.gov.au
• phone: 1800 035 544
• post: Assistant Director Quality Assurance, NDIS Commission, PO Box 210, Penrith NSW 2750

Please read the NDIS privacy policy prior to lodging Appointment Availablecomplaint. A person can make a complaint to the Commission about any issue connected with the support or services provided by an NDIS Provider. Complaints can be made orally, in writing, or by any other appropriate means and can be made anonymously. A complaint can be withdrawn at any time.

If a person makes a complaint, the Commissioner must decide what to do. The Commissioner may decide to;

• Take no action, or defer acting in some cases (for example, if the complaint was not made in good faith or there is not enough information to continue); or
• Help the complainant and other affected people to work with the NDIS provider to resolve the complaint; or
• Undertake a resolution process.