top of page

Feedback & Complaints

Wild Duck Care embraces your feedback as one of the most effective ways of enhancing individual outcomes and improving the services provided across the organisation.

​

If you have a complaint or a concern, or positive feedback about anything to do with Wild Duck Care's services please let us know.

​

Your feedback can lead to improved supports and services, communication and sometimes changes to polices and the way services are delivered.

​

Feedback may include:

  • Compliments: These are things that you think we’re doing well or may be recognition of a person who has helped you. By telling us what you like, we can aim to continue to do these things and provide feedback to staff.

​​

  • Suggestions: Your ideas on how we can improve things or do things better can help us to improve our services and ensure they meet your needs and wants.

​​

  • Complaints: We want to know when you’re not happy about an experience you’ve had with Wild Duck Care. We will respond to any complaints received within two working days

Feed Back Form
Rate Our Services

Thank you for your feedback. One of our Practice Managers will review your feedback and be in contact with you shortly, thankyou.  

Australian States

Victoria 

Department of Health and Human Services

​

Disability Services Commission

​

Office of the Commissioner for Privacy and Data Protection

​

Independent Broad-based Anti-corruption Commission

​

​

South Australia

Department of Health and Human Services

​

South Australian Royal Disability Commission

​

South Australian Privacy Complaint

​

South Australian Independent Commission Against Corruption

​

​

NDIS participants purchasing products and services have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. As a recipient of services delivered via Wild Duck Care a registered company you can also contact the Australian Securities and investments Commission (ASIC) if you have concerns regarding consumer protection in relation to your finances.

​​

Finally, participants can contact the Australian Securities and Investments Commission (ASIC) if they have concerns regarding consumer protection in relation to finances.

 

See: https://asic.gov.au/about-asic/contact-us/

What is a complaint? 

A complaint can be about:

  • A decision you are not happy about

  • The services a participant receives

  • Not being treated fairly

  • How Wild Duck Care has handled your compliant

 

Making a complaint can lead to better services for everyone, and can be a way to sort out issues quickly and before they potentially escalate.

Complaints are an opportunity:

  • For Wild Duck Care to assess services being provided

  • To improve service provision quality

  • To improve outcomes for participants accessing services

​

How to make a complaint?

Many complaints can be fixed by speaking directly with the relevant Practice Manager. You can make a complaint in person, on the phone or in writing at anytime.

​

All complaints will be handled in a sensitive and confidential manner and we will try to resolve the issue promptly. Wild Duck Care has a Feedback and Complaints Contact Person who can provide further information on this process and will be able to advise on progress with any particular issue that has been raised.

 

There is a Feedback, Compliments and Complaints Form that you can fill in and forward to either the Practice Manager or Support Manager concerned or to the Feedback and Complaints Contact Person.

 

Please ring 0456 376 406 for copies of the Feedback, Compliments and Complaints Form if you require one or to speak with the Feedback and Complaints Team.

​

What will Wild Duck Care do?

When handling complaints, Wild Duck Care will:

  • Provide information to you that is helpful, accurate, and easy to understand

  • Be courteous and considerate in our communication with you

  • Promptly refer requests to the appropriate person

  • Respond to requests within a reasonable time

  • Keep you informed of progress or delays

​

If you make a complaint, you will be contacted by the most appropriate person (depending upon the nature of the complaint) and then receive a letter of acknowledgement within 2 business days.

 

This will detail the steps to be taken to resolve the complaint you have raised if it has not been resolved already. If you are not satisfied with the response, the complaint will be forwarded to the Directors for resolution. We will endeavour to resolve the complaint at the local level but if this is not satisfactory or you feel you are unable to raise it with anyone at Wild Duck Care, the listed services may be able to assist.

​

​

​

NDIS Quality & Safeguards Commission

At any time, people can make a complaint about NDIS service providers or the support they provide to the NDIS Commission.

​

Complaints to the NDIS Commission can be lodged via two options listed below.

 

Australian Human Rights Commission

​

Privacy Complaints

Complaints about privacy or the handling of personal or health information can be reported to the regulatory bodies listed in Wild Duck Care's Privacy and Confidentiality Policy and Procedure.

​

Are we doing something well?

If you think we are doing something well we would love to hear about it so that we can give the feedback to staff to encourage them and continue to improve the services we provide. It lets us know that we are making a difference. It is great to receive the feedback in writing so that we have a record of it but phoning or telling us in person is also fine. You can write a letter or use the Feedback, Compliments and Complaints Form. This can be sent to either the Manager of the Business Unit concerned or to the Feedback and Complaints Contact Person.

​

Do you have a suggestion?

We always welcome new ideas or ways to improve our services. If you have a suggestion, telephone us, write a letter or use the Feedback and Complaints Form to let us know. This can be sent to either the Practice Manager you work with or Support Manager or to the Feedback and Complaints Contact Person.

​

Feedback & Complaints Form

Compliments, complaints and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Wild Duck Care and is seen as an opportunity for improvement. Please let us know what you think.

​

Privacy Collection Notice

Wild Duck Care collects personal information about you in order to assist you with your inquiry and for purposes otherwise set out in our privacy policy.  The information you provide will be collected by or on behalf of us and may be disclosed to third parties that help us answer your inquiry. If you do not provide this information we may not be able to answer your inquiry. We do not disclose personal information overseas. However, we use cloud based HIPAA compliant data storage facilities that are located in the United States and Singapore.

Our privacy policy explains: (i) how we store and use, and how you may access and correct your personal information; (ii) how you lodge a complaint regarding the handling of your personal information; and (iii) how we will handle any complaint. Our privacy policy can be found here. If you would like any further information about our privacy practices, please contact us privacy@wildduckcare.com.au. 

bottom of page