Feedback and complaints

How can we improve?

At Connect2Care, we pride ourselves on providing exceptional therapeutic services. Please take the time to let us know what we are doing well or what we can improve on as we greatly value your comments and feedback. Your feedback allows us to make changes to our practice for the benefit of everybody.

Our therapists and staff are all aware of our feedback and complaints procedures and we encourage you to submit your feedback in any way you feel comfortable.

Feedback and complaints can be submitted by:

Contacting your therapist

Contacting Connect2Care management on (03) 8080 9609 or (07) 3112 7766

Writing to us at Suite 1, 242 Hawthorn Road, VIC, 3162 or 433 Logan Road, Stones Corner, QLD, 4120

Sending us an email info@connect2care.com.au

How me manage your feedback?

We want to rectify any problems you have as quickly as possible. We make a promise to respond to your complaint within 10 business days.

If illouraretreat cannot rectify your problem, we will support you to contact the relevant external bodies.

Contact the NDIS Commission

(w) www.ndiscommission.gov.au

(t) phone: 1800 035 544

TTY: 133 677

Interpreters can be arranged

Contact the National Disability Advocacy Program

(e) disabilityadvocacy@dss.gov.au

Write to Disability, Employment and Carers Group Department of Social Services. GPO Box 9820, Canberra ACT 2601

Or search “disability advocate” online

Rights and responsabilities

Client Charter

By working together, you will receive the best service possible. You have rights: to be treated well, to participate fully, to speak out. If we forget this, or treat you badly, you have the right to complain

Your right to be treated well

We will treat you with respect and dignity
We will treat you fairly and speak honestly
We will protect your personal information and only use it for the right reasons
We will provide good quality services that suit your needs, age, lifestyle and cultural background

Your right to participate

You have the right to a safe and comfortable place to use the service

You have the right to make choices and decisions about the services you receive

You have the right to the information you need to make good choices

You have the right to have someone help you make the best choices – an advocate or support person

You have the right to get help accessing services in the community

Your right to speak out

You have the right to complain about the service

You have the right to a reply as quickly as possible

If you still are not happy, you have the right to complain again, or talk with the NDIS Commission

You can hep

Make sure to update your contact information as it changes

Keep your appointments – or let us know if you can’t

Choose someone to support you make decisions – an advocate, friend or family member

Treat other people with fairness, honesty and respect

Respect other people’s right to a safe and comfortable environment

Respect other people’s right to privacy and confidentiality

Give us honest feedback about our services

You can contact us by:

Contacting your therapist

Contacting illouraretreat management on 0408 008 784

Writing to us at Head Office: 223 Shellharbour Road, Barrack Heights, 2528

Sending us an email enquiries@illouraretreat.com.au

You can contact the NDIS Commission