Complaints and Feedback

How do you file a complaint or give feedback?

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This document tells you about how to make a complaint or give feedback.

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Shine Plan Management wants you to give us feedback or make a complaint if you are unhappy.

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It is okay to complain if you are not happy. Tell us when you are upset about:

  • the supports you received
  • your support workers
  • Shine Plan Management.
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If you do not feel comfortable telling us about your complaint, you should tell someone you trust like your:

  • mum or dad
  • brother or sister
  • support worker.

Ask them to help you make a complaint.

 

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Or you can get help from a professional, independent advocate to make a complaint or provide feedback to us.

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We can help you find an advocate if you want.

Ask our Director to help you. Call them on 0430 439 257.

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How do you make a complaint or provide feedback to us?

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You can talk to:

  • your support worker
  • our Complaints Manager
  • the
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You can call or email our Complaints Manager directly:

Call: 0430 439 257

Email: vanessa@shinepm.com.au

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You can fill out the Complaints and Feedback Form and mail it to the Complaints Manager:

PO Box 124, Applecross, WA, 6953

 

Ask the Complaints Manager or your support worker for a copy of the form.

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You can fill in the participant survey we send to you every year.

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You can make a complaint at any time directly to the NDIS Commission:

Call: 1800 03 55 44

Or go to their website: www.ndiscommission.gov.au

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You can make a complaint and remain anonymous.

Anonymous means we will not know who you are.

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To be anonymous, use the Anonymous Complaint and Feedback Formprovided at your intake meeting:

  • Complete the form (your advocate can do this for you).
  • Mail it back to us using the stamped, self-addressed envelope provided.
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Remember, if you complain anonymously we cannot provide you with a response, as we will not know who you are.

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We take all complaints and feedback we receive seriously.

They help us to make our service and supports better for you!

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How do we manage your complaint or feedback?

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Our Complaints Manager will:

  • talk with you about your problem
  • write everything you say down
  • plan to fix your problem.
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Our Complaints Manager will:

  • try to fix your problem
  • contact you regularly to tell you how the problem is being fixed.
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To keep you safe, ifyour complaint or feedback involves someone being put in serious danger or being hurt we will tell the police and the NDIS.

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We keep everything you tell us private.

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If you are unhappy with the way we handled your feedback or complaint, you can tell the NDIS Commission:

  • Call: 1800 03 55 44 (free call from a landline)

Go to their website: www.ndiscommission.gov.au