Authentic Life Care welcomes your valuable feedback including complaints if you have.
Ways to give Feedback to Authentic Life Care
- Compliment: This is when you want to tell us that we've done something right, and you want to let us know.
- Suggestion: This is when you have an idea of something that we should change or incorporate that would enhance our experience.
- Complaint: When you are dissatisfied with our service, this is the feedback you send us and you want us to try to find a solution to the problem.
You are helping us strengthen our service by providing feedback, even if it is a criticism.
How do I apply a complaint to Authentic Life Care?
You have many ways to complaint to us, we are listing few of them:
- You can speak with any of our team members including support workers or managers.
- You can call of General Manager at +61 413 667 496
- Write us a letter at Authentic Life Care at Level 19 & 20, 644 Chapel Street, South Yarra, Melbourne Victoria 3141, Australia
- Email to our complaints team at [email protected]
- You can fill our feedback form, mentioned on the website.
If you don't want your complaint to be shared with us?
Of course we’d rather hear your concern and try to fix it, but if you don’t feel comfortable talking to us there are other people you can speak to:
- NDIS Quality and Safeguards Commission on 1800 035 544
- National Disability Insurance Scheme (NDIS) or [email protected]
- National Disability Insurance Agency (NDIA) on 1800 800 110
What we will do when you file a complaint with Authentic Life Care?
We will listen
Inform us that you are not happy with our service and we will acknowledge your complaint in 48 hours.
We will investigate
We will try to find out why you lodge a complaint and what is the reason? We will be honest in our investigation.
We will inform you
We will keep you updated about the outcome of our investigation, normally the result time is between 5 to 28 days.
Help
Inform us that you are not happy with our service and we will acknowledge your complaint in 48 hours.
Stop
We will make sure that you are not impacted negatively in making a complaint.
You can get help in making a complaint from
- A family member, friend, relative or a legal lawyer. Please visit Disability Advocacy Finder or email at [email protected].
- You can use an interpreter by calling TIS (Translating and Interpreting Service) on 131 450.
Your complaint
- May be done by everyone, including respondents, their relatives, colleagues, informal help or other service providers.
- Will be private and confidential, ensuring that we will keep your information secure.
- Can be revoked at any time
- If you do not agree with the result, we or the NDIS Commission will review it.
- Can be secretly lodged, if you prefer
- Can be used to enhance the model and delivery of our service.