Feedback, Complaints & Advocacy
At Cara, we are always trying to improve the ways we work alongside children and adults with disability. So we can get better and better, we need feedback from you – the people we support, family members, friends, carers and advocates.
What is a complaint?
A complaint is anything that you find unsatisfactory and unacceptable and can be made about any aspect of Cara’s services.
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
Who can make a complaint or feedback?
Complaints can be made by customers, family members, friends and advocates and may be made verbally, in writing or by email. Complaints may be made anonymously.
How can I make a complaint or provide feedback?
- Call Cara on 08 8347 4588.
- Talk to a staff member at Cara that you feel comfortable with.
- Tell a friend or advocate.
- Contact Cara’s Customer Safeguarding Team at email@example.com.
- Lodge an online whistleblowing report with independent organisation Stopline.
- Fill out Cara’s online form. You can remain anonymous if you wish.
What is an advocate?
An advocate is a person who supports you and helps you to explain and say what you want so that your views are heard, and problems or other matters can be resolved. This can be a member of staff or family, a friend, someone you feel comfortable with, or someone who is a trained advocate.
An advocate can give you information and advice to help you make decisions, plan for your future or provide feedback to Cara.
What will Cara do with my complaint?
Cara works in accordance with 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 act 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 into your complain. 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 or 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 or the office of the South Australian Health and Community Services Complaints Commissioner.
The NDIS Quality and Safeguards Commissions oversees registered NDIS providers, like Cara, to make sure that NDIS participants receive the safest and best services. The Office of the Health and Community Services Complaints Commissioner is an independent statutory body set up to assist in the resolution of complaints.
Cara will work with you and your support network to try and resolve your complaint.