Carepro Disability Service is committed to continuance improvement and high standards of customer service, as part of our aspiration we strongly value and encourage feedback.
Feedback is a critical part of our business and we welcome any compliments, criticism and complaints directed to us.
Here is the available Channels to submit your feedback and complaints.
You can Call us on (03) 9492-6982
You can email us on – Admin@careprod.com.au
You can also reach us on the chat at careprods.com.au.
You can lodge the complaint below on the feedback and complaint register.
Once your complaint is lodged, we will be in touch with to initiate investigation and resolution options. you will be advised on the outcome reach by our compliance team.
If You are not satisfied with the outcome you may request for an appeal and alternatively you may reach out to the NDIA on 1800-800-110.
For full details please refer to our feedback and complain policy.
Feedback & Complaint Form
Feedback and complaint Policy
Feedback and Complaints Management
Carepro Disability Service is committed to implementing a Feedback and Complaints Management Process to ensure that all participants have knowledge of and access to our complaints management and resolution system. Complaints and other feedback made by all parties are welcomed, acknowledged, respected and well-managed.
Carepro Disability Service ensures :
A complaints management and resolution system are maintained. The system follows principles of procedural fairness and natural justice and complies with the requirements under the NDIS - Complaints Management and Resolution - Rules 2018.
Each participant is provided with information on how to give feedback or make a complaint, including avenues external to the provider, and their right to access advocates. There is a supportive environment for any person who provides feedback and/or makes complaints.
Demonstrated continuous improvement in complaints and feedback management by regular review of complaint and feedback policies and procedures, seeking of participant views on the accessibility of the complaints management and resolution system, and incorporation of feedback throughout the organisation.
All workers are aware of, trained in, and comply with the required procedures in relation to complaints handling.
This policy provides direction to all Carepro Disability Service employees regarding the importance of responding effectively to complaints and defines what constitutes a complaint, and the process for managing a complaint.
PROCESS OF HOW YOUR COMPLAINT IS MANAGED
A complaint can be ‘an expression of dissatisfaction with a service provided’ or ‘a concern that provides feedback regarding any aspect of service that identifies issues requiring a response’.At Carepro Disability Service, we will:
- ensure that any person can easily make a complaint orally or in writing (including an anonymous complaint)
- provide information about how to make a complaint to the provider and to the Commissioner.
- ensure that all complaints are dealt with fairly and quickly.
- ensure appropriate support and assistance is provided to any person who wishes to make or has made, a complaint.
- ensure that a person who makes a complaint, or a person with disability affected by an issue raised in a complaint, is not adversely affected as a result of the making of the complaint.
- keep records about complaints that they receive.
- demonstrate continuous improvement in complaints and feedback management by regular reviews.
Carepro Disability Service provides information about how to make a complaint to the participants and their family/support network through the ‘Welcome Pack’ and ‘Participant Handbook’.
Complaints can be made by a participant and/or participant’s family/support network.
Carepro Disability Service is aiming to ensure all complaints are acknowledged, assessed, and resolved in a fair, efficient and timely manner.
The complaint will be acknowledged in person, orally or in writing within 5 calendar days after receiving the complaints.
We respect the participant’s right to access an advocate. Please refer to the ‘Right to access an advocate Policy’ in this ‘Participant Handbook’.