Complaints

And Feedback
It is our duty of care to ensure that our services and practice are sound, by meeting your expectations and ensuring our duty of care at all times.  Whether you wish to compliment, make a complaint or provide feedback of any sort, it is very important for us to hear from you to improve our services and systems.

This policy applies to our NDIS participants and their families as well as our staff or another person involved with Your Health Community Services.

Please note that complaints that are not cover in this policy include:

  • Child abuse and Child Safety Policy and Procedures.
  • Equal Opportunity and Anti Bullying Policy and Procedures.

Compliment refers to information given to Your Health Community Services by the group of people mentioned above in relation to positive feedback, praise and encouragement or gratitude in relation to services received.

Complaints refers to information given to Your Health Community Services by the group of people mentioned above in relation to services received that did not meet the expectations or were unsatisfactorily provided.

Feedback refers to information given to Your Health Community Services by the group of people mentioned above to create opportunities to reflect and put in place a plan of action to improve our services.

How to lodge a complaint

We encourage everyone to put their complaints, compliments and/or feedback in writing and email to admin@yhcservices.com.au or use our online form.

Talk directly to us by contacting Customer Care Services on 1300 339 475

Download the Complaint and Feedback Form and post to us: Customer Care Services, Your Health Community Services, 140A Whitehill Road, Raceview, QLD 4305

Processing a complaint

The line manager in charge of the appropriate area will ensure to undertake the following:

  • Address the complaint as soon as practical depending on the severity
  • Assess the nature of the complaint
  • Inform the complainant of the process of dealing with their complaint and give them an opportunity to provide further information.
  • If the complaint is towards a staff member, meet with them and remove them from the premises depending on the seriousness of the allegations.
  • Seek advice and report allegation to Queensland Police if the complaint is in relation to abuse of a person.
  • Acknowledgement will be provided in writing to the complainant and an opportunity will be given for appeal.

Other useful resources:

National Disability Insurance Agency
GPO Box 700
Canberra
ACT 2601
Telephone: 1800 800 110