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    • About us We connect people, strengthen families and transform communities for individuals of all ages experiencing disabilities or challenges to their social and emotional wellbeing.
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              • Our services Wellways offer tailored services designed to support people affected by mental health issues or disability, as well as their families, friends and carers.
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                                            Feedback

                                            You have the right to give feedback. You can make a complaint, give us a compliment or make a suggestion.

                                            If you don’t want to talk to us directly, you can talk to a complaints organisation in your state or territory.

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                                            How to give feedback or make a complaint

                                            You can raise a complaint, compliment or give feedback by:

                                            • Discussing it with your support worker, coordinator or manager
                                            • lodge your feedback or complaint online
                                            • call us on 1300 111 400
                                            • write a letter to us
                                            • complete our Speak Up Survey
                                            • participate in surveys and Listening Spaces

                                            You can talk to someone else you trust like a peer worker or independent advocate who can pass this information on to someone on your behalf. For surveys and Listening Spaces, talk to our staff about any upcoming opportunities.

                                            Who can help?

                                            A family member or friend may assist you to provide feedback. You also have the right to use translation/interpreter services or an independent advocate.

                                            Our Helpline can assist you with giving feedback or providing referrals to these support organisations.

                                            You can also get assistance from complaints organisations in your state or territory listed below.

                                            What happens when you make a complaint?

                                            • We will make contact with you within three working days of receiving your complaint
                                            • we will investigate your complaint thoroughly, in an objective and unbiased manner
                                            • we will listen to your opinions in a respectful way
                                            • you will not be disadvantaged or discriminated against because you have made a complaint
                                            • your complaint will be treated in a confidential manner. Details about the complaint will not be disclosed, unless you consent to this or if it is required by law or necessary to ensure your safety.
                                            • we always aim to resolve a complaint within 30 working days. However, you will be informed if it takes longer to investigate and resolve an issue
                                            • we will try and resolve your complaint to your satisfaction
                                            • we will use your feedback in improving the way we work.

                                            Making a complaint to the NDIS Commission

                                            The NDIS Quality and Safeguards Commission (NDIS Commission) is available to receive complaints about NDIS funded services provided to a person with disability.

                                            If you have a concern about NDIS supports provided by Wellways, it is important you talk about it.

                                            Phone (toll free): 1800 035 544
                                            Website: ndiscommission.gov.au

                                            Appeals

                                            If you are unhappy with the way we have managed your complaint, you can lodge an appeal with our Chief Executive Officer. Alternatively, you can lodge your complaint or make an appeal to the relevant appeals body in your state or territory.

                                            • Commonwealth Ombudsman

                                              Phone: 1300 362 072
                                              Website: ombudsman.gov.au

                                              Commonwealth Department of Social Services

                                              Phone (toll free): 1800 634 035
                                              Website: dss.gov.au

                                              Office of the Australian Information Commissioner
                                              For complaints about your rights under the Privacy Act 1988 (Cth)

                                              Email: enquiries@oaic.gov.au

                                            • Disability and Community Services Commissioner - ACT Human Rights Commission

                                              Phone: (02) 6205 2222
                                              Website: hrc.act.gov.au

                                            • NSW Health Care Complaints Commission
                                              For complaints and appeals about recovery services in NSW

                                              Phone (toll free): 1800 043 159
                                              Website: hccc.nsw.gov.au

                                              NSW Ageing and Disability Abuse Commission
                                              For disability service not funded by the NDIS

                                              Phone (toll free): 1800 628 221
                                              Website: ageingdisabilitycommission.nsw.gov.au

                                            • Health Complaints Commissioner

                                              Phone (toll free): 1800 001 170
                                              Website: healthcomplaints.tas.gov.au

                                            • Mental Health Complaints Commission
                                              For complaints and appeals about recovery services in Victoria

                                              Phone (toll free): 1800 246 054
                                              Website: mhcc.vic.gov.au

                                              Office of the Disability Services Commissioner
                                              For complaints and appeals about disability services not funded by the NDIS in Victoria

                                              Phone (toll free): 1800 677 342
                                              Website: odsc.vic.gov.au

                                              Health Complaints Commissioner
                                              For privacy related complaints and appeals in Victoria (under the Health Records Act 2001)

                                              Phone: 1300 582 113
                                              Website: hcc.vic.gov.au

                                            aboriginal artwork

                                            Wellways acknowledges Aboriginal and Torres Strait Islander People as the traditional owners and custodians of the land on which we live, work and play and pays respect to their Elders past and present.

                                            We are committed to inclusive communities, workplaces, policies and services for people of all backgrounds, genders, sexualities, cultures, bodies and abilities.

                                            Flag of the Australian Aborigines Flag of the Torres Strait Islanders Pride Flag

                                            We can arrange interpreter services for most languages.

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