Learn about the different ways you can provide feedback or make a complaint

At Empowerment Haven we are committed to:

• providing services that meet and exceed customer expectations

• encouraging our customers to let us know what we are doing well and how we can improve

• listening to our customer feedback and complaints

• investigating all complaints in a fair and timely manner

• resolving complaints wherever we can, and improving our services as a result

As a customer, if something is not right for you, you are unhappy with your services, or you can recommend changes to our services or how we work, please tell us immediately. Our job is to understand and respond to your needs.

Any feedback or complaint raised is private, and is only shared with those who need to be involved.

Every complaint made to Empowerment Haven is investigated, and feedback is provided to you. You should always know how long it will be before you will hear back from us.

Ways to provide feedback or make a complaint

In person/verbally:

• Speak to your support worker or team leader

• Call our complaints team on 0433959939 , 0411206455

In writing:

• Ask a staff member for a feedback form or a complaints form

• Email Us at – info@empowermenthaven.com.au

• Write a letter to us at 87 Commercial Rd, Port Noarlunga South SA 5167

Advocacy support

You are welcome to have a support person or advocate assist you to raise a complaint or feedback and we can help you access independent advocacy support if you need to. Please let us know if you would like to engage an advocate or any other support, and if you have any preferred communication method so we can help arrange this for you.

Some advocacy providers include:

NDIS Quality and Safeguards Commission

Telephone: 1800035544 (free call from landlines)

Website: https://www.ndiscommission.gov.au/about/complaints

Disability Royal Commission

Telephone: 1800 517 199

Email: DRCenquiries@royalcommission.gov.au

Website: dss.gov.au/disability-royalcommission-support

Other beneficial services include:

Translating and Interpreting Service (TIS)

The Australian government's Translating and Interpreting Service (TIS) is available to any individual or organisation in Australia, enabling non-English speakers to independently access services and information over the phone.

Phone: 13 14 50

Interpreting and Translating Centre (ITC)

The South Australian government's Interpreting and Translating Centre (ITC) provides qualified and experienced interpreters to assist with two and three-way phone interpreting.

Phone: 1800 280 203