Complaints & Feedback

Liberator welcomes feedback from all clients and service providers.

This web page summarises Liberator’s Complaint Management Policy, and how to provide feedback or make a complaint.

Complaint handling

Liberator is committed to complaint handling. We will:

• implement and maintain a complaint management system
• make sure people can easily make a complaint
• deal with all complaints fairly and quickly
• have information available on how to:
  • submit a complaint
  • submit a complaint to the NDIS Quality and Safeguards Commission
• keep records on all complaints received.

Who can make a complaint?

Anyone can make a complaint including:

• a NDIS participant
• a participant’s family or guardian
• a participant’s financial manager
• other clients
• an advocate
• an employee
• a professional
• a member of the public.

Complaints can be made:

• in person
• by email
• in writing
• by phone
• on the web.

Complaints help us:

• identify problems
• improve services
• provide better outcomes to NDIS participants and service providers.

Complaints can be made about any part of the quality or delivery of our services such as if there is dissatisfaction:

• with the way services are provided
• with decisions we have made
• about the conduct of our employees
• about personal information not kept private.

Complaints can be made anonymously. Complaints can be made to us or directly to the NDIS Quality and Safeguards Commission.

Providing feedback or making a complaint to Liberator directly

There are a range of ways to provide feedback or make a complaint. Please visit our contact page for all contact methods.

How to complain to the Commission about Liberator (or any NDIS provider)

The NDIS Quality and Safeguards Commission has a page called “Making a complaint about a provider” with information on how to submit a complaint to the Commission.

Ways to make a complaint to the Commission about a provider include:

• by phone: 1800 035 544 (interpreters available) or TTY 133 677
• via the National Relay Service – ask for 1800 035 544
• or by completing the online Complaint Contact Form.

The Commission has a fact sheet with information on how complaints are handled.

Complaint monitoring

As part of Liberator’s complaint management responsibilities:

• all complaints are monitored using a complaint register
• the complaint register includes up-to-date progress of each complaint and whether it is currently open or closed (resolved)
• Liberator’s management reviews the complaint register in each of its regular meetings.

Complaint records and review

Accurate information of complaints received including decisions made, actions taken and eventual outcomes are kept for 7 years from the date of the complaint, which allows us to:

• enable reviews of any complaints received
• assist in identifying any systemic issues raised
• allow a response to the Commissioner, if required
• be stored securely and accessible only by the people handling complaints.