Feedback and Complaints

OC Connections embraces your feedback as one of the most effective ways of enhancing individual outcomes and improving the services provided across the organisation.

If you have a complaint or a concern, or positive feedback about anything to do with OC Connections services please let us know.

Your feedback can lead to improved supports and services, communication and sometimes changes to policies and the way services are delivered.

What is a complaint?

A complaint can be about:

• A decision you are not happy about
• The services a participant receives
• Not being treated fairly
• How OC Connections has handled your compliant.

Making a complaint can lead to better services for everyone, and can be a way to sort out issues quickly and before they potentially escalate.

Complaints are an opportunity:

• For OC Connections to assess services being provided
• To improve service provision quality
• To improve outcomes for participants accessing services.

How to make a complaint?

Many complaints can be fixed by speaking directly with the relevant staff or manager. You can make a complaint in person, online, on the phone or in writing at any time.

All complaints will be handled in a sensitive and confidential manner and we will try to resolve the issue promptly. OC Connections has a Feedback and Complaints Contact Person who can provide further information on this process and will be able to advise on progress with any particular issue that has been raised. There is a Complaints & Compliments Form that you can fill in and forward to either the Manager of the Department concerned or to the Feedback and Complaints Contact Person.

Please call 03 9569 0603 for a copy of the Feedback and Complaints Form or email  the Quality and Risk Manager at privacy@occonnections.org

What will OC Connections do?

When handling complaints, OC Connections will:

• Provide information to you that is helpful, accurate, and easy to understand
• Be courteous and considerate in our communication with you
• Promptly refer requests to the appropriate person
• Respond to requests within a reasonable time
• Keep you informed of progress or delays.

If you make a complaint, you will be contacted by the most appropriate person (depending upon the nature of the complaint) and then receive a letter of acknowledgement within 2 business days. This will detail the steps to be taken to resolve the complaint you have raised if it has not been resolved already.

If you are not satisfied with the response, the complaint will be forwarded to the Chief Executive Officer for resolution. We will endeavour to resolve the complaint at the local level but if this is not satisfactory or you feel you are unable to raise it with anyone at OC Connections, the NDIS Quality & Safeguards Commission may be able to assist.

NDIS Quality & Safeguards Commission

From 1 July 2019 OC Connections is registered as a service provider with the NDIS Quality & Safeguards Commission.  The role of the Commission is that of a national independent agency having been established to improve the quality and safety of NDIS supports and services.

Their functions regulate NDIS providers, provide national consistency, promote safety and quality services, resolve problems and identify areas for improvement.

The Commissioner encourages and assists the resolution of complaints in a variety of ways including informal discussions, conciliation processes or under certain circumstances, formal investigations.

NDIS Quality & Safeguards Commission

Website  www.ndiscommission.gov.au 

Telephone: 1800 035 544

Alternatively, complete a complaint form on line. 

Whistleblower Policy

OC Connections is committed to the Treasury Laws Amendment (Enhancing Whistleblower Protections) Act 2019 including the protection of whistleblowers, investigation into disclosures, fair treatment for employees mentioned in disclosures and ensuring our policy is readily available.

You can contact the Whilstleblower Officer by phone on (03) 9569 0603 or email privacy@occonnection.org

Are we doing something well?

If you think we are doing something well we would love to hear about it so that we can give the feedback to staff to encourage them and continue to improve the services we provide.  If you provide us with feedback it lets us know that we are making a difference.  It is great to receive the feedback in writing so that we have a record of it but phoning or telling us in person is also fine. You can write a letter or use the Feedback and/or Complaints Form. This can be sent to either the Manager of the Business Unit concerned or to the Feedback and Complaints Contact Person.

Do you have a suggestion?

We always welcome new ideas or ways to improve our services. If you have a suggestion, telephone us, write a letter or use the Feedback and Complaints Form to let us know. This can be sent to either the Manager of the Business Unit concerned or to the Feedback and Complaints Contact Person.

Feedback and Complaints Form  

OCC Feedback and Complaints Policy can be viewed in pdf here. An Easy Read version is also available here.