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?
Inform us that you are not happy with our service and we will acknowledge your complaint in 48 hours.
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 keep you updated about the outcome of our investigation, normally the result time is between 5 to 28 days.
Inform us that you are not happy with our service and we will acknowledge your complaint in 48 hours.
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.
Your Voice Seriously Matters: Feedback & Complaints
At Authentic Life Care, we’re all in on giving fantastic support and maintaining the highest service quality for our NDIS participants right here in Melbourne. We just think genuinely good care is built on having clear, open chats, always trying to improve things, and, most importantly, really hearing what you have to say. Your opinions—whether it’s a nice compliment, a helpful tip, or maybe a really serious concern—are totally critical to us. We can’t do this well without you.
You’re the expert on your life, right? You know your plan better than anyone. So, we actually lean really heavily on getting regular NDIS feedback and consistent NDIS care review from our participants and their families. When you take the time to share what you think, it genuinely helps us tweak our services, make our staff training way better, and confirm that the support you’re getting actually matches up with your specific goals. By putting your input first, we make sure participant satisfaction is always the main thing we focus on.
Getting Us Your Ideas and Feedback
Seriously, throw all types of feedback our way—the awesome, the not-so-good, and even the “hey, I just thought of this” ideas. Did one of your support workers truly go above and beyond the call of duty? Did a new service work out perfectly for you? Or maybe you just have a quick idea about how we could change some boring process? Please, please don’t hold back. You can send those suggestions anonymously if that feels better, or just have a chat with your support coordinator or someone from our management crew. Every little bit of information we get helps us build a stronger, much more reliable support setup.
Our Simple Complaints Process
If there’s an issue that crops up, or if you need to formally lodge complaints Melbourne (or within our service region, obviously), we promise we’ll handle it seriously, super fast, and totally fairly. We know making a complaint can feel a bit awkward, but it is 100% your right, and it’s the best way for us to make sure problems are fixed before they impact anyone else.
How to make a complaint:
- Informal (Just Sort It Out):
- Direct Discussion: Honestly, the quickest way to fix things is often just talking straight to the support worker who was involved or your regular support coordinator.
- Focus: This approach is perfect for small, non-urgent stuff that can be solved immediately (think little things like a minor scheduling mix-up or a small confusion about your preferences).
- Formal (The Official Review):
- Written Submission: You need to put your complaint in writing—either via email (to the specific complaints inbox) or by filling out our easy online form.
- Required Details: You’ve gotta include your full name, contact details, when and where the incident happened, and a crystal-clear description of the actual problem.
- Support: If writing it all out is tricky, don't stress! We can easily get an independent advocate to assist you confidentially through the process.
We stick to strict confidentiality, no exceptions. A dedicated manager will get assigned to look into your concerns deeply. We promise to confirm we got your complaint within three business days, and we’ll give you a full plan to fix things within a clear timeframe. Our main, single goal is always to find a solution that everyone can agree on and get your participant satisfaction back where it should be.
What If I Need to Go Outside? External Complaint Avenues
Okay, so what if you still feel like the problem hasn’t been totally fixed? Or maybe you just don’t feel comfortable talking to us about it? That’s totally fine. You absolutely have the right to contact the NDIS Quality and Safeguards Commission. The Commission is an independent group that deals with complaints Melbourne participants can raise about NDIS providers, and they always work to safeguard the rights and interests of people with disability.
Our Real Commitment to You
We truly see every bit of NDIS feedback and every single complaint as a major chance to prove how serious we are about excellent quality. Our promise is simple: we will deal with your issue with total respect, speed, and real fairness. Our internal rules are actually set up specifically to prevent any kind of punishment or retaliation, meaning you should feel completely safe and encouraged to speak up without worrying about your support plan being affected. This wide-open commitment to making ourselves better is genuinely how we maintain a high service quality and guarantee awesome participant satisfaction across Melbourne.
Your thoughts are what keep our support running strong. Seriously, don’t hesitate to reach out today.
