We regularly obtain feedback through our satisfaction surveys, discussions with family and by listening to what our people and team tell us. We also are well connected to our community, and we welcome feedback from all.

In accordance with the Complaints, Compliments & Suggestions Policy of NDIS, we aim to facilitate the fair, prompt and confidential resolution of all complaints. View our complaints policy here.

For complaints we will:

• Treat your complaint seriously
• Acknowledge receiving your complaint, verbally or in writing, within 5 days
• Investigate your complaint within 20 days from the date of acknowledgement
• Inform you if it will take longer to process your complaint, and explain why

Our Voice Our Choice are committed to providing our residents with
exceptional care and a wonderful environment to live in.

Our staff aim to do this by:

• Listening to you and respecting your independence and your ability to make choices.
• Respecting your privacy.
• Allowing you to access information about yourself.
• Inviting you to participate fully in all aspects of your Individual
  Support Plan.
• Ensuring your health and safety at all times whilst in our care.
• Informing you of your rights and responsibilities in relation to all aspects of your life.
• Taking into account your views, needs, desires, family connections and leisure choices when planning, managing and reviewing your plans.
• Be assisted without discrimination
• Complete privacy and confidentiality.
• Be treated as an individual and have your preferences taken into account including cultural, linguistic and religious preferences.
• Be treated with dignity and respect.
• Be listened to and responded to in an appropriate manner.
• Have access to information about your rights and responsibilities.
• Complain about the service being received, without the fear of losing care or being disadvantaged.