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.
GIVE FEEDBACK

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?

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You can talk to a staff member at Cara that you feel comfortable with.

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Email Cara at contact@cara.org.au

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Fill out Cara’s online form. You can remain anonymous, if you wish.

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Call the Cara head office on 08 8347 4588.

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Tell a friend or advocate.

Lodge a online whistleblowing report with independent organisation Stopline

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.

You can find more on advocacy here

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 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. 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 Logo

National Relay Service

TTY: 133 677
Voice relay: 1300 555 727
SMS relay: 0423 677 767
www.communications.gov.au

Advocacy for Disability Access and Inclusion Inc. Logo

Advocacy for Disability Access and Inclusion Inc.

P: 08 8340 4450
Country callers: 1800 856 464 (toll free)
www.advocacyfordisability.org.au

Brain Injury SA Logo

Brain Injury SA

(Limited capacity currently)
P: 08 8217 7600

www.braininjurysa.org.au

Citizen Advocacy South Australia logo

Citizen Advocacy South Australia

(Limited capacity currently)
P: 08 8410 6644

www.citizenadvocacysa.com.au

Disability Advocacy & Complaints Service of SA Inc. logo

Disability Advocacy & Complaints Service of SA Inc.

P: 08 7122 6030
www.dacssa.org.au

Disability Rights Advocacy Service Logo

Disability Rights Advocacy Service

P: 08 8351 9500
www.dras.com.au

Independent Advocacy SA Inc. Logo

Uniting Communities

Independent Advocacy SA Inc. Logo

Independent Advocacy SA Inc.

Independent Advocacy SA Inc. Logo

NDIS Translation Service

Feedback

  • If you select an expected outcome, please ensure you provide your phone number and or email, so that we can update you as requested.
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