Feedback & Complaints
What is a complaint?
A complaint is anything that you find unsatisfactory and unacceptable.
What is feedback?
Feedback can include:
- Concerns for anything that makes you feel unhappy, worried or unsure.
- Suggestions for anything that could improve Cara’s services.
- Any comments surrounding Cara including anything you are happy about.
- Ideas of ways Cara could improve their services or any general comments regarding the customer experience.
How can I make a complaint or provide feedback?
You can talk to a staff member at Cara that you feel comfortable with.
What is an advocate?
What will Cara do with my complaint?
Cara works in accordance to the NDIS Quality and Safeguards Commission’s Effective Complaint Handling Guidelines for NDIS providers.
We have a dedicated Customer Safeguarding team who are here for you, and will assist with handling your complaint.
If you have contacted us by email or letter, we will acknowledge your complaint within 5 business days, and contact you to discuss your complaint within 10 business days. We understand that making a complaint can be difficult, and at all times, we will treat you with respect and listen to you. We will ask you questions to understand the nature of your complaint, so that we can begin our investigations and repeat back your main points to make sure that we are clear on your concerns.
We will investigate and take action promptly to address your issue, and let you know what action we are taking.
We will provide you with an answer, and will keep you informed about the progress of our investigations in to your complaint.
Where appropriate, if we haven’t met your expectations, we will apologise in a genuine and timely manner.
What if I am not happy with Cara’s handling or response to my complaint/feedback?
If you are not happy with Cara’s handling or response to your complaint or feedback, you may wish to tell someone who does not work for Cara or contact an external complaints body, such as the NDIS Quality and Safeguards Commission. The NDIS Quality and Safeguards Commissions oversees registered NDIS providers, like Cara, to make sure that NDIS participants receive the safest and best services.
Cara will work with you and your support network to try and resolve your complaint.
Who can help me to make a complaint or provide feedback?
National Relay Service
TTY: 1800 555 630
Voice: 1800 555 660
TTY/Voice calls 133 677
Speak & Listen: 1300 555 727