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Feedback & Complaints

 

Quality of Service and Support

At Positive Moods, we are committed to enhancing the services we offer to our participants. Your suggestions, ideas, compliments, or complaints hold great value to us, and we encourage you to share them with us.

If you encounter any concerns or have inquiries regarding the care and service provided to your loved one or friend, please let us know.

Our dedicated staff is here to listen attentively and ensure that your feedback or complaints are promptly recorded and addressed. Positive Moods strives for continuous improvement in the support and care we provide, and your feedback plays a crucial role in that process.

We kindly request your feedback on the following areas:

  • Our practitioners and the services they provide.

  • Our admin team and their service provision and assistance.

  • Our processes, such as onboarding, follow-ups, and communication.

  • Our website.

  • Our information.

  • Our general services.

  • Anything else you believe is important.

How to provide us feedback:

If you have any feedback or complaints you'd like to discuss, please contact us via phone at:

1300 001 470

Our team members will promptly address your concerns and work towards a swift resolution. We value your input and will thoroughly investigate all complaints, providing you with continuous updates until the matter is resolved.

Alternatively, you can use the feedback form to share your thoughts. If you would like us to get in touch with you regarding your feedback, kindly provide your name, phone number, and email address. A member of our team will reach out to you within 2 business days. We appreciate your participation. If you wish to remain anonymous, please type “Anonymous” in the first and last name sections.

Additional Support

Raising a Complaint or Understanding Our Process:

If you need assistance or guidance in raising your complaint or understanding Positive Moods' process, please reach out to us via email at:

ndis@positivemoods.com.au

Our team is here to provide you with the necessary support and advice. Rest assured that all information shared will be handled in accordance with our Privacy Policy and Procedures. You can review our comprehensive policy by clicking HERE.

 

FOLLOW US ON:

You can make a complaint anonymously

You do not have to give us your name. If you would prefer to remain anonymous, we will respect that, and your complaint will still be recorded and considered.

If we are unable to contact you, there may be limits on how fully we can investigate or respond. We will always do what we can with the information provided.

What happens next

  1. We acknowledge it

    We confirm we have received your complaint within 2 business days.

  2. We assess it

    Within 2 business days of acknowledging your complaint, we assess it for seriousness and safety, and decide whether it needs to be reported to the NDIS Quality and Safeguards Commission. Anything urgent or involving safety is escalated immediately.

  3. We investigate

    We look into the matter in a way that is proportionate to how complex it is. We may speak with the people involved and review relevant records. You will be kept informed as we go.

  4. We respond

    You receive a written response setting out the outcome, our reasoning, and any actions we are taking.

  5. We learn from it

    Complaints are recorded, reviewed regularly, and used to improve how we deliver supports.

How long it takes

We acknowledge your complaint
Within 2 business days
We complete an initial assessment
Within 2 business days of acknowledgement
We investigate and respond
Within 30 calendar days
More complex matters
Within 45 calendar days, with updates every 10 business days
Urgent or safety-related concerns
Escalated immediately, management notified the same day

Your rights

You will not be treated differently for complaining

No participant, worker or member of the public will face any adverse action, victimisation or reprisal for raising a concern in good faith. Your supports will not be reduced, altered or discontinued because you made a complaint.

Your privacy is protected

All complaints are handled in accordance with the Privacy Act 1988 and the Australian Privacy Principles. Information you give us is used only to manage your complaint and any resulting improvements to our services.

You can bring someone with you

You may appoint a family member, carer, advocate or representative to make a complaint on your behalf, or to support you through the process.

When something goes wrong, we tell you

If an incident or error has caused harm, we will explain what happened in plain language, apologise where appropriate, and set out what we are doing to prevent it happening again.

Independent advocacy support

You have the right to independent support when raising a concern. An advocate can speak on your behalf, help you understand your options, or simply be there with you.

Complaints about our CEO or Director

If your complaint concerns our CEO or Director, lodge it in the same way and note that it concerns the CEO.

These complaints are received and managed independently by our Quality Business Partner. The CEO takes no part in investigating or resolving them. You will be acknowledged within 1 business day and kept informed of progress in the same way as any other complaint.

You can contact the NDIS Commission directly

You do not have to complain to us first. You can contact the NDIS Quality and Safeguards Commission independently at any time, whether or not you have raised the matter with us.

Call 1800 035 544

Monday to Friday, 9am–5pm · 7:30am–3:30pm in Western Australia

National Relay Service
1800 555 727, ask for 1800 035 544
Interpreter
TIS National on 131 450
Post
PO Box 210, Penrith NSW 2751