Complaints Process

Home > About Us > Complaints Process

If you have a complaint

As someone who interacts with our organisation (an external stakeholder), there might be an occasion when you want to express a complaint about us without fear of any unfavourable consequences. We understand this and have developed a process to make it possible because we welcome any opportunity to improve our services.

How to let us know

You can let us know how you are feeling via:

  • speaking to a person face-to-face
  • telephone – either on the main switchboard number (9311 8202) or the feedback/comment telephone line (9311 8219)
  • in print, Braille, audio or electronic format or via our generic email address: info@guidedogswa.com.au or to the Executive Manager, Client Services: Kary.Macliver@visability.com.au

You may involve another person as an advocate at any stage of our complaints process.

Behaviour of all parties

Your complaint will be received with a positive attitude and treated promptly and fairly. When engaged in our complaints process, VisAbility expects its staff, volunteers and stakeholders to: respect each other’s dignity; be fair and courteous to each other; keep all matters confidential and give high priority to resolving the complaint.

Guide Dogs WA / VisAbility will not respond to complaints made by any person whose conduct during the process is unreasonable.

Our response

If your complaint is not quickly resolved, it will be passed onto a manager or executive staff member.

This person:

  • will let you know, within two working days, that your complaint has been received; and
  • will tell you how long we expect it will take us to resolve your complaint; and
  • may contact you further if more details or discussion are required; and
  • will contact you every ten working days at least to inform you of the progress of your complaint until it is finalised.

If you do not find this response satisfactory, please let us know. Should you wish to refer the matter to an external organisation, contact details are below.

Health and Disability Services Complaints office

  • Complaints and enquiries line: (08) 6551 7600
  • Country Free Call: 1800 813 583
  • TTY: (08) 6551 7640

If for whatever reason you prefer not to, or do not achieve your desired outcome following having raised your complaint, we encourage you to access support from the following organisations.

Children:

  • Your child’s Early Childhood Early Intervention Partner or Local Area Coordinator.
  • Developmental Disability WA on 08 9420 7203 or by email ddwa@ddwa.org.au.

People over 65 years of age or in My Aged Care:

  • Blind Citizens Australia on 1800 033 660 or by email bca@bca.org.au.
  • The Older Persons Advocacy Network (OPAN) by phone on 1800 237 981.
  • The Aged Care Quality and Safety Commission by phone on 1800 951 822 or email info@agedcarequality.gov.au.

People under 65 years of age or in the NDIS:

  • Your Local Area Coordinator or Coordinator of Supports.
  • Blind Citizens Australia on 1800 033 660 or by email bca@bca.org.au.
  • The National Disability Insurance Agency by calling 1800 800 110, visiting one of its offices, or visiting www.ndis.gov.au (link opens in new window) for further information.
  • The NDIS Quality and Safeguards Commission by phone on 1800 035 544 or by completing the online complaints form at www.ndiscommission.gov.au (link opens in new window).

For more information please refer to the VisAbility website for our External Stakeholder Complaint Management Policy [doc, 34kb] (link opens in new window).

You can also download an abbreviated version of the External Stakeholder Complaint Management Policy (Abbreviated) [doc, 26kb] (link opens in new window) from the VisAbility Website.

Recommended Posts