We love receiving compliments but believe that complaints are valuable feedback too! Interchange is committed to providing high-quality services to people living with disabilities, but sometimes we get it wrong. You can let us know where we have made a mistake by making a complaint.
We take complaints very seriously and welcome them as an opportunity to improve the services we provide.
What can I make a complaint about?
You have a right to complain to Interchange about any incident or issue that happens during your support or in connection with your services.
We are committed to upholding your rights, including the right to:
- Be free from any consequences following a complaint, such as any changes or cancellations to your services.
- Be supported to report your complaint to someone else if you are not satisfied with the way we respond to a complaint.
- Be involved in decisions related to resolving a complaint.
- Have your privacy and confidentiality protected.
- Remain anonymous if you choose.
How to make a complaint
If you would like to make a complaint please:
- Read our Feedback and Complaints Policy
- Inform a staff member and/or ask for a Complaints Form
- Ask us for a form at email@example.com
- Give us a call on 9329 9399
- Download the Complaints Form
- Complete the form below
Our complaints procedure
- A designated staff member will discuss with you (and your family/carer/advocate) all the details of the complaint, including the outcomes you would like to see.
- You will receive an acknowledgment of the complaint which will include the expected timeframe for your complaint to be resolved.
- If appropriate, we will conduct an investigation into the circumstances surrounding your complaint.
- You will receive information on the outcomes of your complaint and be given the chance to ask for a review or refer the complaint to someone else.
- We will use your complaint to review our systems, policies and procedures to improve our services.
For all complaints made to us we will:
- Treat all complainants with dignity and respect.
- Attempt to resolve the issue to the best outcome for all parties, as soon as possible.
- Keep you informed of developments regarding your complaint.
- Maintain records regarding your complaint.
- Provide support to access translation, advocacy, or other support services where appropriate.
- Report any breaches of legislation to the relevant authority.
If you would like assistance to make a complaint or with any other support Interchange can link you to translation, advocacy, or other support services required. It is important to us to help you access effective disability advocacy that promotes, protects, and ensures your full and equal enjoyment of all human rights.
Please let us know if you need our help. Alternatively, you can also access advocacy support through organisations such as:
- National Disability Advocacy Program
- People with Disabilities WA (08) 94207279 or 1800 193 331
- Advocacy WA (08) 9721 6444
- Midland Information Debt & Legal Advocacy Service (08) 9250 2123
- Ethnic Disability Advocacy Centre 9388 7455
The Disability Advocacy Finder is an online tool to help you find disability advocacy agencies across Australia. The organisations found here can also support you to review decisions made by the NDIA in regards to your support plan and lodge an NDIS Appeal if needed.
Some complaints can be resolved on the spot. However, others may require an investigation which can take time. Interchange will endeavour to resolve complaints as soon as we can, and keep you informed of the process.
If you have any questions or would like to know more about how to make a complaint, please let us know. We are happy to help and will treat your enquiry confidential. Thank you and we are looking forward to hearing from you.