Complaints and Feedback Policy
Complaints and Feedback Policy
Last Updated: 25/02/2025
Where this Policy Refers to:
- You or Your, this means you as the Service User
- We, Our or Us, this means Talk Health Therapy as Your Service Provider
- Party or Parties, this means both You and Us
Making a complaint or providing feedback.
Your feedback helps Us provide the best possible service. We encourage to share how You think Our services provided to You can be improved.
If You want provide feedback, or make a complaint directly to Us, you can:
If You don’t feel comfortable giving feedback or making a complaint directly with Us, We encourage You to contact another support person for advice and assistance. For example, You can seek support from an Advocate, Your Support Coordinator, or Your Local Area Coordinator.
We follow the below process in relation to feedback/complaints resolution:
- Receiving Feedback and Complaints: Clients and stakeholders can provide feedback or lodge complaints through various channels, including verbally, in writing, or via the THT website.
- Recording and Acknowledging: All feedback and complaints are recorded and feedback is acknowledged.
- Investigating: We investigate the complaint, ensuring that it is addressed fairly and promptly. This may involve discussing the issue with You or another stakeholder and gathering additional information.
- Resolving: We aim to resolve complaints within 30 days. You or the stakeholder are informed of the outcome and any actions taken to address the issue.
- Continuous Improvement: Feedback and complaints are used to inform service planning and decision-making, ensuring continuous improvement in service quality and client satisfaction.
If You are not happy with the outcome of the feedback or complaint, You can contact the National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting ndis.gov.au for further information.
If Our conduct is in breach of the NDIS Code of Conduct, Your complaint can be raised with the NDIS Commission by:
- Calling 1800 035 544 (free call from landlines).
- Text Telephone (TTY): 133 677.
- National Relay Service: Call 1800 555 677 and ask for 1800 035 544.
- Completing a Compliant Contact Form at www.ndiscommission.gov.au/about/complaints
If Our conduct is in breach of the Aged Care Code of Conduct, Your complaint can be raised with the Aged Care Commission by:
