Your Legal Rights to Complain

Calm and Caring Pty Ltd

At Calm and Caring Pty Ltd, we are committed to providing high-quality psychology services and home nursing care. Your feedback is valuable to us, and we take complaints seriously as they help us improve our services. This page outlines our complaints process, ensuring it aligns with the standards set by the National Disability Insurance Scheme (NDIS).

1. How to Make a Complaint

If you have a complaint about our services, please let us know. Complaints can be made:

• In person
• Over the phone
• Via email
• In writing

Contact Details:

Calm and Caring Pty Ltd
Address:  10 Eagle St, Brisbane, 4000
Phone: 1300 225 637
Email: admin@calmandcaring.com

2. What to Include in Your Complaint

When making a complaint, please provide as much detail as possible, including:

• Your name and contact information
• Details of the complaint, including dates, times, and relevant personnel
• Any supporting documents or evidence
• The outcome you are seeking

3. Our Complaints Process

1. Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
2. Assessment: We will assess the complaint to determine the appropriate action.
3. Investigation: We will conduct a thorough investigation, which may include speaking with relevant staff and reviewing documentation.
4. Resolution: We will provide a response to your complaint, outlining the findings and any actions taken, within 28 days of receiving the complaint.
5. Follow-up: If you are not satisfied with the resolution, we will work with you to find an acceptable solution.

4. Confidentiality

All complaints will be handled confidentially, and only those directly involved in the complaint will have access to the information. We are committed to protecting your privacy in accordance with our Privacy Policy.

5. Advocacy and Support

You have the right to seek support from an advocate, family member, or friend at any stage of the complaints process. If you need assistance finding an advocate, please let us know, and we can provide information on advocacy services.

6. External Complaints

If you are not satisfied with our response, you can escalate your complaint to the NDIS Quality and Safeguards Commission:

NDIS Quality and Safeguards Commission
Phone: 1800 035 544 (free call from landlines)
National Relay Service: 133 677
Email: contactcentre@ndiscommission.gov.au
Website: www.ndiscommission.gov.au

7. Continuous Improvement

We value your feedback and use complaints as an opportunity to improve our services. We regularly review our complaints process to ensure it is effective and complies with NDIS standards.

8. Retaliation and Reprisal

We assure you that there will be no retaliation or negative consequences for making a complaint. Your right to receive services without fear of retribution is protected.

9. Accessibility

We strive to make our complaints process accessible to all clients. If you require any adjustments or accommodations to make a complaint, please let us know, and we will assist you accordingly.

Calm and Caring Pty Ltd is dedicated to providing exceptional care and support. We appreciate your feedback and are committed to resolving any issues promptly and effectively. Thank you for helping us improve our services.