We aim to provide the best service to our clients. However, if at any time you want to make a complaint, believe your privacy has been violated or are unhappy with our service for any reason, we encourage you to speak directly to a NeuroRehab Allied Health Network staff member in the first instance by following the steps below.
Please get in touch with the therapist working with you to try and resolve any issue. This will give your therapist a chance to hear what has happened and will attempt to address the issue immediately. If the matter cannot be resolved promptly or within 24 hours, it will be escalated to our Client Liaison Officer. Alternatively, you can use NeuroRehab Allied Health Network’s Feedback and Complaints Form to formally lodge a complaint. A staff member can assist you to do this if you wish.
If you are unhappy with how the matter was addressed by your therapist, please contact NeuroRehab Allied Health Network’s Client Liaison Officer on (03) 9361 2234 or (03) 9462 2585, who will aim to resolve the matter with you.
If the matter requires further investigation, NeuroRehab Allied Health Network’s Business Operations Manager, together with the Director, will conduct an inquiry and notify you of the outcome of the investigation as well as any further steps which need to be taken to resolve the issue. Your complaint will be formally acknowledged within two (2) working days and you will be updated regarding its resolution.
NeuroRehab Allied Health Network aims to respond to all complaints and grievances as quickly as possible, and within 28 days from acknowledgement. If a complaint or grievance cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected.
If you feel a complaint has not been sufficiently or appropriately addressed, or you are unhappy with the outcome of the investigation or how the matter was resolved, you can seek further support from NeuroRehab Allied Health Network’s Director on (03) 9361 2234, or alternatively through any of the agencies listed below.
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If your complaint relates to a Therapy Support or Allied Health Assistant service:
Phone: 1800 035 544
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Phone: 1300 656 419
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Phone: 1300 666 444
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Phone: (03) 9613 6222 or (rural callers) 1800 806 314
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Phone: 1300 309 337 or (03) 9603 9500 or TTY: (03) 9603 9259
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Phone: 1300 735 135
Australian Consumer Law
NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on client guarantees and unfair contract terms. Fair Trading Victoria provides information and advice and, in some cases, dispute resolution services for client disputes under the ACL. See https://www.vic.gov.au/law-and-justice
All feedback and complaints will be used by NeuroRehab Allied Health Network for evaluation and continuous improvement to our service delivery and will be entered into our Complaints Register. You will not be penalised for lodging a complaint and you have the right to an advocate if you require one. Information provided via a complaint is kept confidential and only disclosed if required by law or if the disclosure is otherwise appropriate in the circumstances.
Find out more information about NeuroRehab Allied Health Network’s Incident Management Procedures.