The practices and continuous improvements that are promoted by the management team create a supportive and respectful culture in Independence Home Care. This encourages the workers, stakeholders, and participants to be receptive in giving feedback and reporting any issues. Independence Home Care is committed to handle all complaints and feedback until it is resolved completely. The information related to the complaints and feedback will be dealt with confidentially as discussed directly with involved persons. If the consent has been provided, a third party would be able to lodge complaints and feedback on behalf of an individual(s). Any ongoing issue could be identified by tracking and analysing feedback and complaint data. As a part of our continuous improvement process, the feedback, complaints and dispute resolution will be discussed in management team meetings regularly. Information about this Policy & Procedure will be shared with any participant or stakeholder wishing to lodge feedback.
Independence Home Care believes in delivering quality services that meet the needs of the participants as well as giving them control and choice. We ensure our workers provide support and services that complement our beliefs and keep our participants safe. We value your personal information and keep it confidential and secure.
We urge you to give us constructive feedback regarding our support and services when:
- you have been treated wrongly
- an agreement that has been made is not fulfilled up to standard
- care is not provided correctly
- the relationship between you and your support worker is dysfunctional
- you are not satisfied with the care you have received
Or any other situation that displeases you. We work towards rectifying and improving our quality of service every day. We value your feedback.
How can I give Feedback?
- Through our website, under FEEDBACK.
- Call us at 03 8351 9418 between 9 am and 5 pm, Monday to Friday.
- Email us at [email protected]
If you are unsatisfied with our response to your complaint, you can contact the NDIS Commission at 1800 035 544 or complete the
Talk to a Care Specialist
Talk to our Care Specialist team about your needs and current situation. We will organize a convenient time for one of our Case managers to visit you and your family members for a free in-home consultation.