Feedback and Complaints
If you have a complaint or would like to give us some feedback, please feel free to do it below
I am a current client. How do I make a complaint or give feedback?
When you have a complaint, you can choose to make a complaint directly to us and we will attempt to resolve your issue internally. We would always prefer to work with you to resolve your issue, however, you also have the option to refer your complaint onto third parties.
To make a complaint to us directly, you can contact us by these means:
- Email us at reception@engage-ot.com.au
- Call us on (+61)0400907622 and ask to speak to the Clinical Director
- Fill out the complaints form below
When a complaint is verbally communicated, the complainant is given the option of registering their comment using:
- The relevant Complaints Form (on the website, below)
- By Telephone, 0400 907 622 and speak to the Clinical Director
- By emailing Engage Ot at reception@engage-ot.com.au
The complainant can also choose to have a representative (relative or carer) make a formal complaint on their behalf.
If you wish to make a complaint anonymously, you can do this in writing, directly to Engage OT at:
20 Queen Street, Ararat VIC, 3377
OR
Using one of the below listed contacts (in blue).
If you do not feel comfortable making a complaint directly to us, you can refer your complaint onto:
National Disability Insurance Scheme (NDIS) or feedback@ndis.gov.au
If you make a complaint to us, these are the steps we will take:
- All complaints are to receive a formal acknowledgement via the preferred method of communication from the Clinical Director of Engage OT within 10 business days to discuss the concern raised
- Provide the complainant with a copy of the Complaints and Concerns Procedure, and assist them where necessary in understanding how the procedure works
- Arrange a time for both parties to discuss the complaint
- Where possible and appropriate concerns/complaints are resolved at the time of service
- Discuss what would be an acceptable and appropriate short term solution to the issue and discuss what would need to be put into place in the longer term to resolve the issue or avoid future reoccurrence
- In the case of more serious complaints, an internal investigation may need to take place. We will give you formal written acknowledgement that we are undertaking this and well as further communication to acknowledge the outcomes of that investigation, as well as then assuring with you that the desired outcomes have been achieved
- Any necessary steps to provide the participant and/or relevant stakeholders to the complaint with adequate support to refer the complaint onto the NDIS Quality and Safeguards Commission
- Any information you provide as part of your complaint will be kept confidential, except to relevant authorities/departments as required by law
- After this, if you are not satisfied, you are always welcome to refer the matter onto the relevant third party links provided above
Additionally, if you are a client or relevant stakeholder of NDIS services and make a complaint to us or notify us about an incident which is deemed to be reportable to the NDIS, Engage OT has obligations under the NDIS Code of Conduct to report these incidents to the NDIS Quality & Safeguards Commission. Engage OT is required to report ALL incidents which fall under the following categories to the Commission:
- death of a person with disability
- serious injury of a person with disability
- abuse or neglect of a person with disability
- unlawful sexual or physical contact with, or assault of, a person with disability
- sexual misconduct committed against, or in the presence of, a person with disability, including grooming of the person for sexual activity
- the use of a restrictive practice in relation to a person with disability if the use is not in accordance with a required state or territory authorisation and/or not in accordance with a behaviour support plan