Complaints and Feedback

Published: 6/6/2019
Document: PCF_0052 V1.0

How to provide feedback or make a complaint to People Come First

At People Come First we strive to provide the best quality care and service to the individuals we support. If you are unsatisfied or have a problem with any of the services and supports we provide to you, you can lodge a complaint or provide feedback form using one of the following methods:

In person
You can lodge a complaint at our office during business hours. (Monday – Friday, 9am – 5pm)

E-mail
You can email feedback@peoplecomefirst.com.au

Online
You can make a complaint online via the “Contact Us” page on our website. On this page you have the ability to make an anonymous complaint if you wish.

Phone
You can contact us on (08) 8396 0476 during business hours and ask to lodge a complaint.

If you are unhappy with the outcome of your complaint, you can lodge a complaint to the NDIS Quality and Safeguards Commission.

What happens when you make a complaint?

People Come First will endeavour to resolve your complaint as quickly as possible.

Following our internal complaints process we will:

  1. Take immediate action where there appears to be a high risk of harm, neglect, negligence or abuse.
  2. Acknowledge all complaints within 3 business day from receipt.
  3. Contact you within 2 business days of acknowledgement via phone unless otherwise stated.
  4. Aim to resolve complaints within 21 business days of receipt.

When we contact you to talk about your complaint, we may ask you to provide more information to help us understand your complaint in more detail.

We will conduct an internal investigation and make any necessary amendments (in line with the NDIS Act 2013) and we will then inform you of our response.

How To Make a complaint to NDIS

If you are not satisfied with the outcome of your complaint to People Come First, you have the right to take your complaint to the NDIS Quality and Safeguards commission via the following methods:

Hard copy form
These forms can be found on the NDIS website, or you can request one from your local NDIS office.

Phone
1800 800 110

In Person
You can go into any local NDIS office and lodge a verbal complaint.

If you are unhappy with the outcome of your complaint, you can lodge a complaint to the NDIS Quality and Safeguard commission.

How to lodge a complaint with the NDIS Quality and Safeguard Commission

The NDIS Commission can take complaints about:

  • Services or supports that were not provided in a safe and respectful way
  • Services and supports that were not delivered to an appropriate standard

A complaint can be made via:

Phone
1800 035 544 or TTY 133 677
(Interpreters can be arranged)
National Relay Service and ask for 1800 035 544.

Online
Completing a complaint contact form. Click here

If you have gone through the process above and are not happy with your outcome, you can lodge a complaint with the Commonwealth Ombudsman.

How to make a complaint to the Commonwealth Ombudsman

Phone
1300 362 072
9:00am to 5:00pm Monday to Friday, Australian Eastern Standard Time.

Post
Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601