5 things to know about feedback and complaints at Afford

It is your right to give feedback or make a complaint about the services you receive. When you talk about a problem or someone or something that makes you unhappy, it’s called a complaint. When you talk about something you think could be improved or done better, it’s called feedback. When you talk about someone or something you like or that makes you happy, it’s called a compliment. Here is more information about how to give a complaint, feedback or even a compliment about your Disability Service Provider.

#1 Hearing from you helps us get better at what we do

Hearing about what’s working or going well, and what’s not working or going well, is important. It helps everyone in the disability support sector to understand what you like and don’t like, and how to support you. Afford committed to providing high quality services to people with disability. When you tell us about a problem or worry you are having, we will listen and do our very best to make things better.

#2 You’ll never get in trouble for talking to or about Afford

Sharing your feedback and complaints will never have a negative impact on our clients’ services or relationships at Afford. It is your right to talk about things that could be done differently or better and you are safe to do so. If you want to, you can choose to be anonymous. This means you can keep your identity private and do not have to tell us who you are when you talk to us.

#3 How to provide feedback or make a complaint to Afford

You can talk to us in person, on the phone at 1800 233 673, by filling out the Afford website form at: afford.com.au/feedback. You can also send us a letter in the post to: 3-7 Marieanne Place, Minchinbury, NSW 2770. We can help with interpreters, aides and assisted technology.

#4 How to provide feedback about another Disability Service Provider

If you want to talk about something that is happening at another service, you can contact the NDIS Quality and Safeguards Commission (NDIS Commission).

#5 How to make a complaint to the NDIS Commission

The NDIS Commission is an independent agency set up to improve the quality and safety of NDIS supports and services. It can take complaints from anyone about NDIS services or supports that were not provided in a safe and respectful way, not delivered to an appropriate standard, or how a NDIS provider has managed a complaint about services or supports. You can make a complaint to the NDIS Commission over the phone or online. For information about making a complaint, visit: ndiscommission.gov.au.

This story is from the March 2023 edition of Afford News. Click here to read more.