Complaints and Feedback

Your feedback allows us to provide you with high-quality services; we actively seek your input. Feedback can be provided anonymously or through written or online surveys, or conversations with you. We would like your feedback on:

  • quality of care received
  • consistency of services provided
  • support worker performance
  • supports that work for you
  • changes you want made to assist you
  • what you like and dislike about our services.

You always have the right to expect the best possible standard of service from us, and we will treat any concern or complaint you provide as a serious issue. No matter what the situation, you should feel safe knowing that staff will always respect your views and concerns.

You can make a complaint regarding our services or a worker provided to work with you. If you do not feel comfortable making a complaint, someone else can do this on your behalf, including:

  • an advocate
  • a family member
  • a close friend
  • your care worker
  • a person you know and trust.

Once a complaint has been received, an Umbrella Connections Director will investigate the complaint and find a resolution. The Director will write a letter to confirm that your complaint has been received. This letter will provide you with the date Umbrella Connections expects to have the complaint resolved by.

The complaint will then be investigated and a plan to resolve it created. You will be informed of this plan, and we will ask you to provide your opinion on our recommended solution. You can advise if you are happy with the proposed solution, or that you are unhappy with the outcome and feel the matter is not resolved.

If you are not happy with the solution proposed by Umbrella Connections regarding your complaint, you can speak to other organisations, such as:

Commonwealth Ombudsman – Disability Services
Telephone: 1300 362 072
Email: ombudsman@ombudsman.gov.au
Website: www.ombudsman.gov.au

NDIS Complaints
Telephone: 1800 035
Email: feedback@ndis.gov.au or
Website: NDIS Online Complaint Form