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

    Email: informationsupport@opg.nsw.gov.au

    Website: www.publicguardian.justice.nsw.gov.au

  • 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)

    Email: pwd@pwd.org.au

    Phone: (02)93793100

    Toll Free: 1800 422 015

  • Intellectual Disability Rights Service

    Email: info@idrs.org.au

    Phone: (02) 93180144

    Toll Free: 1800 666 611 (outside Sydney)

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