Online Feedback
- You don’t have to identify yourself
Your feedback can be provided to us anonymously. Of course, if you would like us to make a change relating directly to your particular service or circumstances, it is helpful for us to know who you are, so we can address it as quickly as possible. But the decision is yours.
- The best ways to provide feedback anonymously are:
Send us a letter in the mail, addressed to:
Attention: The Chief Executive Officer, Better Planning, PO Box W67, West Wollongong, NSW, 2500.
Call us, and ask to provide feedback anonymously over the phone on 1800 595 405.
- If you need help to provide feedback
If you need help to provide feedback or make a complaint, you can ask a support person/carer to help you. Or, you can ask us to provide extra help and support to submit your feedback. Your feedback or complaint will be handled respectfully and sensitively. You will not be treated differently for saying what you think and how you feel. If you are a client, you will not be disadvantaged by telling us your thoughts.
- Why feedback is important for everyone
Telling us your thoughts not only helps us to reflect upon our own organisation, it’s an important way for you to make sure you are getting what you need from us.
Here are some examples:
- You know someone who has had a bad experience with Better Planning and is upset or unhappy
- You want to offer recognition or praise for a member of staff
- You want something changed about the way we support you
- You have an idea about how we can do things better or differently.
- What happens once you provide feedback
Better Planning have a formal procedure to ensure that your feedback is heard and responded to within reasonable time frames:
- Upon receiving a complaint, Better Planning will provide a response within seven days
- We will do our best to resolve the issue in 30 days, or tell you why.
*(Records will be kept for the purpose of future reviews for service improvements. Better Planning follows provisions set out in Mandatory Reporting Legislation).
- Who else can help?
If you are not happy with our response to your feedback you can talk to someone else.
- Family Advocacy
Phone: (02) 9869 0866
Fax: (02) 9869 0722
Toll free: 1800 620 588 *(non-metropolitan NSW callers only)
Email: communications@familyadvocacy.com
Website: www.family-advocacy.com
- NSW Police
*(for violence or threats of violence)
The Police Assistance Line (131444) operates 24hrs a day, 7 days a week
- Office of the Public Guardian
Phone: (02) 8688 2650
Toll free: 1800 451 510
TTY: 1800 882 889
- Legal Aid NSW
Toll free: 1300 888 529
Website: www.legalaid.nsw.gov.au
- Anti-Discrimination Board
Email: complaintsadb@agd.nsw.gov.au
Address: Newcastle office Suite 5, Level 5, 400 Hunter Street, Newcastle NSW 2300 PO Box 1077, Newcastle NSW 2300
Phone: (02) 4903 5300
Fax: (02) 4903 5376
TTY: (02) 4903 5389
*The Newcastle office is wheelchair accessible. The nearest accessible parking spaces are on Hunter Street
- Office of the Australian Information Commissioner
*(for Privacy related concerns)
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Fax: +61 2 9284 9666
Post: GPO Box 5218, Sydney NSW 2001
- National Disability Insurance Scheme
Phone: 1800 800 110
Website: www.ndis.gov.au
- Complaints Resolution & Referral Service
Phone: 1800 880 052
Website: www.crrs.net.au
- Department of Ageing, Disability & Home Care
Phone: (02) 9377 6000
(Central Office) TTY: (02) 9377 6167
Email: servicembx@facs.nsw.gov.au
Website: www.adhc.nsw.gov.au
- NSW Ombudsman
Phone: (02) 9286 1000
Toll free: 1800 451 524
TTY: (02) 9624 8050
Email: nswombo@ombo.nsw.gov.au
Website: www.ombo.nsw.gov.au
- People with Disability (PWD)
- Intellectual Disability Rights Service
