Feedback And Complaints
Feedback And Complaints
In ECD Service, we are of the opinion that open communication can enable us to grow and offer better care. Feedback, including a compliment, suggestion or complaint, is valuable to enable us to keep and improve the quality of our NDIS support services. We will listen, make sure to respond, and ensure that you are always heard.
Our Commitment to Quality
As an NDIS trusted provider, we are committed to delivering services that are of the best standards of care, respect and professionalism. We welcome all quality service feedback as we use it to understand what we’re doing well and what we can improve on. Every comment or concern you make helps us create a safer, more responsive, and participant-centred environment.
Why Your Feedback Matters
Our experiences help us to deliver support. Whether you have had a good experience with our staff or you have something to suggest for improvement or would like to make a complaint, we welcome your feedback so that we can make sure our services meet the needs of the participants and NDIS requirements. By reporting NDIS feedback and complaints, you will play a crucial role in helping us deliver consistent, high-quality care to all participants.
Our Feedback Policy
Our feedback policy will be simple, transparent and confidential. You are entitled to give feedback or make a complaint at any time – without being judged or suffering a negative consequence. We take all concerns seriously and make sure that they are dealt with fairly and respectfully.
When we receive a complaint, we:
- Acknowledge it promptly and confirm that we’ve received your concern.
- Assess and investigate the issue thoroughly and objectively.
- Keep you informed about the progress and outcome.
- Take corrective action where needed to prevent similar issues in the future.
We also accept compliments and positive feedback, which we pass on to our team to reward good work and drive improvement.
How to Provide Feedback or Make a Complaint
You can give your feedback or complaint in any way you feel most comfortable – verbally, in writing, by telephone or email. Or you may want to ask a trusted friend or family member (a family member, advocate or support coordinator) to call us on your behalf.
If you are not happy with the result of your complaint or want to take it further, you have the right to seek independent assistance from the NDIS Quality and Safeguards Commission.
Our Promise
At ECD Service, we understand feedback as the chance to learn and develop. Your honesty allows us to improve our services and continue to provide the respectful person-centred care that everyone deserves. We take your word seriously and appreciate hearing from you.
Helpful NDIS Resources
At ECD Service, we would like to support our participants and their families and keep them informed. Our NDIS resources page brings everything you need under one roof, including our own policies, the official NDIS guides, and simple-to-read documents.
Support Service Guides
Knowing your NDIS plan and what you have to offer is a difference in itself. Our support service guides will explain the way our services work, what you can expect of our team, and how to maximise your funding. These manuals help you make choices about how you want to be involved and how to take care of yourself.
Feedback & Incident Management
Your feedback helps us grow. We take each comment, complaint, and incident report seriously. The feedback and incident management system ensures that any concerns are quickly addressed in a fair and compliant manner with the NDIS guidelines.
You may view or submit by:
Official NDIS Resources
The National Disability Insurance Scheme provides various tools and information to assist participants in managing and understanding their rights and obligations. Some of these reliable links and easy-read documents are shown below:
NDIS Quality and Safeguards Commission
These NDIS resources provide instructions on how to use your plan, manage supports, and be aware of your options.
Accessing Support Made Simple
We realise that accessing information can be overwhelming at times. This is why we have simplified our resources and guides for reading, downloading, and sharing. You need to find a form, policy, or just a quick reference on how to use your plan, and everything is arranged to save you time and make your experience easy to understand. Our friendly team is always ready to assist you if you have trouble locating a particular item.
Our Commitment
At the ECD Service, we will keep the participants informed, supported, and empowered. With easy access to helpful NDIS resources, practical support service guides, and clear feedback and incident management procedures, we simplify the process of understanding your rights and making the most of your NDIS plan.
Feedback And Complaints
We take great pride in providing excellent services at ECD Service. Please take a moment to let us know what you think we are doing well or where we can do better.
Your recommendations enable us to enhance our processes for the benefit of all.
Every member of our team is aware of our complaint and feedback procedures, so we encourage you to express your opinions whichever you feel most comfortable.
Ways To Give Feedback
Compliment: Use this to thank us and let us know when whatever we did was done appropriately.
Suggestion: Use this if you have ideas for a modification or addition that would enhance our experience.
Complaint: This is the information you give us if you are dissatisfied with our service and want us to try to fix the problem.
You are helping us to improve our service by providing us with feedback, even criticism.
How Do We Manage Your Comments?
We want to address any problems you might be having as soon as we can. We promise to respond to your complaint in ten business days.
ECD Service will help you contact the proper outside agencies if we are unable to resolve your problem.
Process For Filing A Complaint With ECD Service
There are many ways you can get in touch with us:
Any member of our staff, including managers and support personnel, is reachable.
+61 434 573 866; +61 423 042 281 are the phone numbers for the general managers.
You can write to us at 598 Albany highway Victoria park WA 6100, ECD Service.
Email our customer service department at support@ecdservice.com.au
Contact The NDIS Commission
- NDIS Quality and Safeguards Commission on 1800 035 544
- National Disability Insurance Scheme (NDIS) or feedback@ndis.gov.au
- National Disability Insurance Agency (NDIA) on 1800 800 110