Feedback Process 

​

We want to hear from you

​

Your feedback and complaints helps us get better at helping everyday Australians. We’re ready to listen.

For all feedback, please send an email to:

contact@elsaustralia.org

 

Or speak with a staff member or manager at Envisioning Life Supports. Please contact 1300 323 399 for guidance on who to speak to. 

​

Your feedback and complaints are important to us. Understanding what we’re doing well, and where can do better helps improve the way we work with people, businesses and other organisations.

​

Everyone has the right to give feedback. We have clear processes to make sure you're heard. We're committed to continuous improvement and striving to always do better.

 

​

 

How to give feedback or make a complaint?

​

You can give us a compliment, raise an issue or make a suggestion or a complaint by:

​

• Speaking with a staff member or manager

• Sending us an email

• Completing a feedback form and giving it to a staff member, sending an email to contact@elsaustralia.org.

​

All our staff can receive and respond to your feedback or issues. If they can’t deal with it themselves, or you're not satisfied with how it’s handled, they'll record it and make sure the right person responds to you.

​

If you’d prefer not to talk to your support person about an issue or feedback, you can contact our head office by: 

​

• Writing to: Feedback & Complaints, U13/5 Rafter Parade Ropes Crossing NSW 2760

• Emailing: contact@elsaustralia.org

​

​

​

​

Can I get help to give feedback or make a complaint?

​

Yes. We can help by:

​

• Arranging an interpreter or you can contact us through the Translating and Interpreting Service (TIS) on 13 14 50

• Writing out your feedback for you

• Communicating via the National Relay Service if you’re deaf, have a hearing or speech impairment. Visit relayservice.gov.au

​

​

 

​

Can someone else give feedback or make a complaint for me?

​

Yes. You can ask a friend or relative, or a community organisation to give feedback on your behalf. We protect your privacy by checking that you have given your permission.

 

 

 

 

​

What to include with your feedback or complaint

​

• Your name

• Your best contact details (eg phone number, email address, postal address) (phone, email or mail)

• What your feedback is about - eg. the name of the service, who was involved, what happened etc

• What you want to happen now

 

​

​

Can I give anonymous feedback?

​

Yes. But this may make it difficult to investigate if we can’t get more information from you. 

 

​

​

​

What happens after I provide feedback or make a complaint?

​

We’ll let you know within two working days that we've received your feedback.

If you're giving a compliment, thank you! We'll make sure it’s passed on to the staff and their manager.

​

If you’re making a comment or a suggestion, we appreciate your advice. We’ll pass it on to the best ELS contact.

​

If you’re making a complaint, sometimes it can be resolved straight away. But we may need to ask you for more information, speak to our staff or other people involved. 

​

We aim to finish looking into your complaint and get back to you within 28 days. If it's going to take longer, we’ll let you know. We take complaints seriously and we investigate them thoroughly.

​

 

​

​

​

Will I be treated differently if I make a complaint?

​

No. Everyone has the right to make a complaint. We welcome your feedback and deal with complaints professionally and openly.

 

​

​

​

​

What happens if I'm not happy with the outcome of my complaint?

​

You can ask for a review by a more senior person within ELS. This may be our client feedback manager or a member of our executive team. 

You may be able to complain to an external complaint agency. You can do this at any stage of the complaint process, or if you’re not happy with our response.

​