Complaints or feedback
We manage complaints in accordance with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and the NDIS Quality and Safeguards Commission Effective Complaint Handling Guidelines for NDIS Providers. We encourage you to raise with us, ideas, issues, or concerns. If you believe there are areas we can improve, please let us know. Complaints can be made by sending us an email, or face to face at a meeting with one of our leadership team. Complaints can be raised by an advocate, family member, friend, or support person. You can also call and speak with us directly. When we do receive a complaint, every effort is made to investigate and resolve concerns in a timely manner.
When dealing with a complaint, we ensure that:
- any information provided with the complaint is held in confidence
- any person who makes a complaint is not adversely impacted as a result
- the person making a complaint is kept informed of the progress of any investigation
- the person making a complaint is given an explanation about how we make decisions to resolve the complaint
- the person making a complaint is given confirmation of the outcome in writing.
- If the person feels their issue is unresolved, we encourage making contact with the NDIS Quality and Safeguards Commission for further assistance.
Complaints and feedback direct to Omega
NDIS Quality and Safeguards Commission
T: 1800 035 544
Advocacy
You have the right to have an advocate support you at any time you feel this would be helpful. An advocate can ensure that your voice is heard and that your needs and preferences are expressed in a way that people listen and understand. We can help you to connect with an independent Advocate or you can contact:
NDIS Quality and Safeguards Commission
T: 1800 035 544