We encourage you to let us know any feedback, or any complaints and service improvement recommendations you have. This ensures staff can rectify issues promptly and improve service delivery.

There are seven ways to make a complaint or provide feedback at Access4u:

1. Phone the Complaints Manager (Joe Gannon) at 1800 022 237.
2. Complete our anonymous survey (link below).
3. Send email directly to feedback@access4u.org.au.
4. Complete a Complaints and Feedback Form (available at Access4u reception areas / download here or complete the fillable version here.)
5. Inform an Access4u staff member and/or supervisor.
6. Contact the CEO (cathy.miller@access4u.org.au).
7. Contact the NDIS (1800 035 544).

Our online Client/Family Feedback Survey is available below if you would like to provide anonymous feedback. It only takes roughly five minutes, and can be completed on the go! 

Our Complaints Procedure:

• The Complaints Manager will discuss with you (or your family/carer/advocate) all the details of the complaint, including the outcomes you would like to see.
• You will receive an acknowledgment of the complaint within two days, which will include the timeframe for your complaint to be resolved.
• If appropriate, we will conduct an investigation into the circumstances surrounding your complaint.
• We will aim to resolve your complaint within 14 days. Some complaints can be resolved sooner than this time frame; however, some may be more complex and may take longer to resolve. We will let you know if this is the case.
• You will receive information on the outcomes of your complaint and be given the chance to ask for a review or refer the complaint to the NDIS Quality and Safeguarding Commission.
  

For our Access4u Housing/Specialist Disability Accommodation Feedback and Complaints process, click here.

What if I'm Still Unhappy?

If complaints are not resolved in a timely manner, or you are not happy with the outcome, the NDIS Quality and Safeguards Commission (NDIS Commission) can help.

Visit the NDIS website at http://www.ndis.gov.au | Call the NDIS on 1800 035 544

Alternatively, you can call the Health and Community Services Complaints Commissioner (HCSCC).

They are independent, impartial and confidential.

(08) 8226 8666 | http://www.hcscc.sa.gov.au