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Feedback, Complaints & Resolving Disputes

WE ARE LISTENING

We welcome feedback because it helps us improve and ensures your rights are respected. You can tell us what's working, what isn't, or raise a concern at any time, without fear of being treated unfairly or having your supports reduced.

Ascent is committed to providing a positive, safe and reliable experience for our participants and their supporters. We value your feedback to help us grow and learn to do better. We encourage a culture of open feedback, where people feel safe to have their say about what they love or where we could improve. We aim to resolve all complaints in a fair, efficient and timely manner.

You may make an anonymous complaint without providing your name. We can also help with linking you to an advocate or interpreter to make sure you feel supported in  communicating any concerns.

Ways to give feedback or make a complaint

  • Speak with any Ascent staff member you feel comfortable with, or ask to speak to a supervisor/ manager
  • Call our office on 6776 8977 to give feedback verbally.
  • You can have anyone you like to support you to do this (including a family member, friend, nominee, decision supporter or advocate).
  • If you need communication support (e.g.,an interpreter, advocate, Auslan), we will happily arrange reasonable adjustments.
  • Use the online Feedback & Complaints Form - where you can make an anonymous submission or leave your details and we can contact you to discuss.

What happens next

  • We will listen respectfully, take your concerns seriously, and aim to resolve issues promptly and fairly.
  • We will explain the process, what we can do, and keep you informed of progress and outcomes.

If you're not satisfied

Wherever possible, Ascent will work together with you to resolve any issues or disputes quickly and fairly.

Where our initial approach cannot bring any dispute to a speedy resolution, our staff will support you to access any relevant regulator or resolution service appropriate to your complaint.

External agencies that can help

NDIS commission
• Telephone: 1800 035 544 (free call from landlines) or TTY: Telephone: 133 677
• Translating and Interpreting Service: 131 450
• Website: www.ndiscommission.gov.au/ about/complaints-ndis-commission

Office of the Public Advocate
• Telephone: 1300 309 337
• TTY service for people with hearing or speech difficulties: Telephone: 1300 305 612

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Ascent has reporting obligations in relation to complaints made and will report any complaints as required by all relevant laws.

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