Share Your Voice with Australian Allied

At Australian Allied, we are dedicated to providing the highest quality care and disability support services. Your thoughts, experiences, and insights are crucial in helping us continually enhance our services for everyone we support. Whether you have a suggestion for improvement, a compliment for our team, or a concern you wish to raise, we are here to listen.

On this page:

Our Commitment to Your Feedback, Compliments, and Complaints

Australian Allied welcomes all forms of feedback, including complaints. We are committed to fostering an environment where you feel safe, respected, and confident in sharing your concerns with us. Our goal is to achieve positive outcomes and resolutions that improve both your experience and the quality of our services.

  • Supportive Process: We want you to feel fully supported when making a complaint, without any fear that it might negatively impact the care or support you receive from Australian Allied.
  • Advocacy: You are welcome to have an advocate assist you in submitting feedback or navigating the complaints process. If you need information on finding an advocate, please let us know, and we can guide you to relevant advocacy services.
  • Compliments and Positive Feedback: Any positive feedback or compliments will be gratefully received, recorded, and shared with the relevant team members or individuals to acknowledge their excellent work.
  • Child Safety: If your feedback concerns a person under the age of 18, please let us know. This allows us to incorporate any additional child safety considerations into our review and response, in line with our commitment to protecting children and young people.

If you wish to discuss any aspect of our feedback process further, please call us on 0493 707 015 or email us at feedback@australianallied.com.au.

Your Privacy When Sharing Feedback or Making a Complaint

You have the option to provide feedback or make a complaint anonymously if you prefer not to disclose your personal details to Australian Allied.

Please be aware that if you choose to remain anonymous, we will be unable to provide you with direct updates on the progress or outcome of your complaint.

Australian Allied is bound by the Australian Privacy Principles (APPs) under the Privacy Act 1988. We are committed to protecting the privacy of every individual involved in a feedback or complaint process. Information related to your feedback or complaint will be kept confidential and secure. Access to this information is strictly controlled and limited to those directly involved in addressing and resolving the matter, or as required by law.

For more details, please see our Privacy Policy.

How We Handle Your Concerns

Our aim is to address and resolve your concerns promptly, fairly, and respectfully.

  • Acknowledgement: All complaints will be acknowledged. Complaints submitted in writing (including via email or our online form) will typically be acknowledged within 2-3 business days of receipt.
  • Resolution Timeframe: We strive to resolve all complaints in a timely manner. Our goal is to achieve resolution within 28 calendar days from acknowledgement. Some complex matters may take longer, but we will keep you informed.
  • Extended Timeframes: If a resolution is anticipated to take longer than 60 calendar days, we will contact you to explain the reasons for the delay.
  • Communication: We will keep you informed of the progress of your complaint and the outcome.

External Review Options

If you are not satisfied with how Australian Allied has managed your complaint, or with the proposed resolution, you have the right to seek an external review from an independent body. Contact details for relevant agencies are provided below.

How to Share Your Feedback, Compliment, or Lodge a Complaint

You can contact us in the following ways:

Phone

0493 707 015

 Email

info@australianallied.com.au

 Address

3 Jourama Rd, Truganina, VIC 3029

 Postal

P.O.Box 5084, Hoppers Crossing VIC 3029

An Australian Allied representative will respond to enquiries made via our online form within two business days.

Your Feedback Form

Your Details (if not anonymous):

Key External Complaints and Support Agencies

If you wish to take your complaint to an external body, or if you need support, the following agencies may be able to assist. Please choose the agency most relevant to your situation and the services you receive.

NDIS Quality and Safeguards Commission

For: Complaints about the quality and safety of NDIS-funded supports and services.

Call: 1800 035 544

Online: www.ndiscommission.gov.au

Commonwealth Ombudsman

For: Complaints about Australian Government funded services.

Call: 1300 362 072

Online: www.ombudsman.gov.au

Aged Care Quality and Safety Commission

For: Complaints about Australian Government funded aged care services (home care, residential).

Call: 1800 951 822

Online: www.agedcarequality.gov.au

[Relevant State/Territory] Health Complaints Commissioner / Ombudsman

For: Complaints about health services or the handling of health information in your state/territory. You will need to list the specific agency for the state(s) you operate in.

Example (Victoria): Health Complaints Commissioner - Call: 1300 582 113, Online: hcc.vic.gov.au

Example (NSW): Health Care Complaints Commission - Call: 1800 043 159, Online: www.hccc.nsw.gov.au

[Relevant State/Territory] Disability Services Commissioner / Ombudsman / Advocate

For: Complaints about disability services not covered by the NDIS Commission, or for advocacy support, specific to your state/territory. This varies by state/territory.

Example (Victoria): Disability Services Commissioner - Call: 1800 677 342, Online: www.odsc.vic.gov.au

Example (Queensland): Community Visitor Program or Office of the Public Advocate.

Office of the Australian Information Commissioner (OAIC)

For: Complaints about the handling of personal information and potential breaches of privacy.

Call: 1300 363 992

Online: www.oaic.gov.au

Australian Human Rights Commission

For: Complaints about discrimination based on disability, age, race, sex, etc.

Call: 1300 656 419

Online: humanrights.gov.au

National Disability Advocacy Program (NDAP)

For: Provides contact details for disability advocacy organisations across Australia.

Online: Search "Disability Advocacy Finder" on the Department of Social Services website (dss.gov.au).

(Please note: Contact details for agencies can change. It's advisable to check their respective websites for the most current information.)

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