Feedback & Complaints

We encourage all employees, staff, participants/clients, informal supports (friends/family), and members of the community associated with AmeCare to provide ongoing feedback and (where applicable) make complaints or provide constructive criticism about any part of our service. 

Feedback and complaints are used to continually improve and develop upon our service delivery, and you can choose to complete this process anonymously.

You will not be adversely affected as a result of a complaint

What is a complaint? 

A statement expressing a person's unhappiness, concern, or discontent about a situation 

What is feedback? 

This can include comments about what is working well, or suggestions for improving the way things are done. 

FOR URGENT ENQUIRIES

(that require a quick response or action)

FOR GENERAL FEEDBACK

Complaints Process

1

Talk to a trusted person and/or a member of our admin team.

If needed, they can help you to make a complaint or to follow up with constructive feedback 

Our office number: 03 8418 3307 (Mon-Fri, 9am-5pm)

Put it in writing...

Email admin@amecare.com.au, or follow the link to fill in our Feedback Form online.

You can do this anytime, however, you can expect a response within 3-5 business days. 

If you feel like Step 1 did not work, and you do not feel listened to...

2

Talk to AmeCare's Manager

Our office number: 03 8418 3307 (Mon-Fri, 9am-5pm)

Put it in writing...

Email yanie@amecare.com.au.

You can do this anytime, however, you can expect a response within 3-5 business days. 

If you feel disappointed with the outcomes from Step 1 & Step 2... 

3

Our office number: 03 8418 3307 (Mon-Fri, 9am-5pm)

Talk to AmeCare's Director

Put it in writing...

Email gina@arnicacc.com.au

You can do this anytime, however, you can expect a response within 3-5 business days. 

If you feel disappointed with the outcomes from Step 3...

4

Contact the NDIS Quality & Safeguards Commission
Call:1800 035 544 

AmeCare's Policies & Procedures are designed to ensure that the rights of our participants are maintained according to relevant legislation and standards, as follows:  

  • Disability Act 2006

  • Mental Health Act 2014 

  • National Disability Insurance Scheme Rules 2018 

  • NDIS Quality & Safeguards Commission guidelines 

  • National Disability Insurance Scheme (Restrictive Practices and Behaviour Support) 2018 

  • National Standards for Disability Services 

  • NDIS Practice Standards