Feedback and Complaints Summary

1. Purpose

• This procedure provides guidance to persons who wish to provide feedback, raise an issue or concern, or

  make a complaint about us, regarding our services.

• This procedure is intended to ensure that we handle complaints fairly, efficiently and effectively to the

  satisfactory resolution within a reasonable timeframe and that appropriate actions are taken to improve our

  services where required.

• This procedure should be read in conjunction with our Feedback and Complaints Management Policy, which

  provides information about the key principles and concepts underpinning our Complaints Management

  System.

2. Who can make a complaint

• Any of Fremantle Behaviour Support’s clients as well as their families, carers, representatives and advocates,

  as well as statutory bodies, government agencies, stakeholders, Workers or any other person, may make a

  complaint to or about Fremantle Behaviour Support about its supports, services, practitioners, employees,

  contractors, volunteers and other Workers.

• A complaint may be made on an anonymous basis. You can make an anonymous complaint:

  (a) by calling the number in section 4.1(d) below and stating that you wish to make an anonymous

  complaint (so we don’t ask you to identify yourself); or

  (b) in writing by filling out a Feedback and Complaints Form but not including your name or other details

  that may identify you and posting it to the address specified in section 4.1(c) below.

3. Rights to access advocates

• You may seek support from family, a friend or an independent advocate in making a complaint. If you require

  an advocate or representative, please let us know and Fremantle Behaviour Support would be pleased to

  cooperate with, and facilitate arrangements for, advocates (including independent advocates) and other

  representatives.

4. How to make a complaint

• Our culture provides for a safe environment for people to speak up so we can respond appropriately, and

  acknowledge when our services have not met expectations or applicable standards.

• You should feel confident to make a complaint or provide negative feedback without fear of adverse

  consequences, retribution or loss of service as a result of making a complaint to us, or with the NDIS

• Commission, about our services and supports. Complaints are important — they can help us to understand

  what is important to you and improve the quality of services we provide, so your complaint can help other

  people too.

4.1 How to make a complaint to Fremantle Behaviour Support

• If you feel comfortable, you are encouraged to raise your concern or complaint with us first, as this is often the

  best way to have your issue resolved quickly. 

• A person wishing to make a complaint to Fremantle Behaviour Support may do so:

  (a) in person to the Principal or a Worker;

  (b) by email to feedback@fremantlebs.com.au;

  (c) by post to: 40 Ommanney Street, Hamilton Hill, 6163; or

  (d) verbally by telephone to 0422 611 256.

• For all written complaints, you are encouraged to provide your complaint in the form of a Feedback and

  Complaint Form - please make a request for this from at feedback@fremantlebs.com.au

4.2 How to make a complaint to the NDIS Commission

• For NDIS Clients in New South Wales, South Australia, the Australian Capital Territory, Northern Territory,

  Queensland, Victoria or Tasmania, a complaint can be made to the NDIS Commission by:

• Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.

• National Relay Service and ask for 1800 035 544.

• Visiting https://www.ndiscommission.gov.au/about/complaints and completing a complaint contact

  form.

• The NDIS Commission can take complaints about services or supports that were not provided in a safe and respectful way services and supports that were not delivered to an appropriate standard

5. More information

• Fact sheet: How to make a complaint

• Video: Understanding complaints

• The NDIS Complaints Management Resolution Guidance provides more detailed information about the NDIS Commission’s complaints process.