Your Feedback and Complaints
Feedback, Complaints, and Communication Connections:
At Outcomes-Won we truly value contact-communication and inputs into the services we offer from all whom we work for and alongside. This ensures that we are open, accountable and transparent, and we aim to continually evolve and improve on the services and supports we provide to individuals, families/friends, relevant stakeholders, and the sector and communities we care for.
- Whether this be suggestion/s of how to better communicate, service and support from what we are already doing
- To let us know what we are doing well and should keep doing in our on-going communications, services and supports
- To let us know what we are not doing well and need to address in finding solutions that will change the situation from a negative to a positive relating to our communications, services and ongoing supports we provide
How do I make a complaint to Outcomes-Won?
Call 0491 760 663 and ask to speak to the Managing Director
Write to Outcomes-Won at: Managing Director at Po Box 79, Ararat, VIC 3377
Email Outcomes-Won at contactus@outcomes-won.com.au
Complete the Feedback form at the end of this page below and submit
When you make a complaint, we will:
- Make a time and date that is suitable to both parties to listen-discuss and clarify the situation further
- Discuss what would be agreed acceptable ‘short-term’ solution/s to put in place immediately in addressing concerns and confirm what is the desired outcome/s that are being sought longer-term
- Acknowledge the complaint and above points formally back in writing (signed email and/or letter posted)
- Depending on the situation and seriousness of the complaint we reserve the right to take up to four weeks to investigate and resolve the matter satisfactorily to the formal agreement of all parties concerned
- During this time updates of process via investigation will be communicated weekly to all parties concern via either telephone call, SMS/Text and/or email
- Once complaint has been investigated, resolved, solution/s in place and desired outcome/s previously agreed achieved written acknowledgment via signed email and/or official posted letter to all parties concerned sent out then the complaint will be closed out.
- A brief survey will also be sent out to all concerned parties requesting basic feedback of the process to ensure we at Outcomes-Won as continually improving in this area
You can get help and communication assistance to make a complaint by:
- Asking a family member, friend or a trained advocate to assist you
- For a list and contact details of Disability Advocacy Services, please either call VALID on (03) 9416 4003, click on the below web-link, or call the NDIS Hot-line on 1800 800 110
List of Victorian advocacy organisations – VALID
Registered NDIS Provider for Ethnic Communities in Melbourne | ADEC
- Translating and Interpreting Services (TIS) – 131-450, 1800 131 450 (24hrs), or email: tis.prebook@homeaffairs.gov.au
- If you have communication access needs, you can use – TTY: 1800 555 677 or Speak and Listen: 1800 555 727
- National Relay Service: Found through Accesshub About the National Relay Service (NRS) | Access Hub or phone 1300 555 727, TTY: 133 677, SMS relay: 0423 677 767
- National Auslan Interpreter Booking and Payment Service – NABS | National Auslan Interpreter Booking Service | Free Interpreter Booking Service or phone 1800 246 945, SMS: 0427 671 261 (Monday to Friday 7am to 5pm), or email bookings@nabs.org.au
- Complaints can be made by anyone, this includes participants, their families, friends, informal supports, community members or other service providers
- Will be private and confidential – this means we will keep all details safe
- Can be withdrawn at any time
- Can be reviewed if agreement is not reached via outcome, by the NDIS Commission
- Can be lodged anonymously if you would prefer
As a participant if you don't want to communicate directly about your complaint to us:
Of course we would prefer to hear your complaint and try to resolve it, but if you don’t feel comfortable communicating with us there are other people that can assist:
NDIS Quality and Safeguards Commission on 1800 035 544
National Disability Insurance Scheme (NDIS) or feedback@ndis.gov.au
Further information to assist:
Click the link below to download the PDF document.
Click the link below to download the PDF document.
Feedback, Complaint, or Suggestion Form
Example heading
We acknowledge and thank the NDIA for their permission given for the usage of logos displayed. We acknowledge the Traditional Custodians of the lands for which we service, and pay our respects to their Elders past, present, and emerging. We extend that respect to Aboriginal and Torres Strait Islander peoples. We acknowledge and thank artists Mr Harold Thomas, the late Mr Bernard Namok, and Mr Gilbert Baker for the promotion of inclusion and diversity in usage of the three flag symbols.
