Complaints and feedback
Every person Life Without Barriers supports has a right to complain, request improvements or changes, or give feedback on the service they receive. This right is fundamental to the relationships and trust established between the people we support, families, carers, and our workforce. Complaints and feedback offer rich and invaluable ways for us to rectify and/or improve any service experience.
We strive to foster a culture where complaints and feedback are appreciated and embraced as a vital part of the way we continually improve services.
We provide a values-based approach, where our complaints and feedback principles are aligned with our values.
You can make a complaint by:
- emailing email@example.com
- phoning 1800 721 226
- completing our Complaints and feedback online form
- writing a letter to the National Complaints Unit, Life Without Barriers, PO BOX 2226, Dangar NSW 2309
How will we respond
When your complaint is received, we will acknowledge receipt of it to you within two business days. However, please remember that if you provide feedback or a complaint to us via posted letter, it may take us longer to acknowledge receipt of your complaint.
The timeframe to resolve your complaint will depend on the nature of the complaint and the actions required. However, we will work with you to resolve your complaint as quickly as possible.
We will keep you informed during the resolution process and as is appropriate, what we will do to prevent it from happening again.
If we can't resolve your complaint, we'll explain why and let you know your other options.
If you are unhappy with the outcome, we can help you escalate the matter within Life Without Barriers or explain what external options are available.
Is my complaint private?
We are committed to maintaining your privacy and confidentiality. Therefore, when you make a complaint, you can remain anonymous.
We always try to resolve a complaint at the local level. If you want to refrain from speaking to your direct worker, or the local manager, you can tell us that in the complaint so we can consider that during the resolution process.
We will only tell people who need to know to help us come to a resolution.
Please refer to the Life Without Barriers Feedback and Complaints internet page for further information .