How to give feedback or make a complaint

Jigsaw Therapy believes that all complaints, feedback, and grievances provided by our clients are an important opportunity to improve the quality of our services. They provide valuable information on what we are doing well and could do better. Both of these are instrumental in ensuring we continue to provide quality services to our clients.

Feedback and complaint can be made by:

For the purpose of achieving the best outcome possible Clients are encouraged to include the following information in your feedback:

  • Detailed description of the matter of the feedback: persons involved, location, date, time, sequence of events and their results;
  • Actions that you would like Jigsaw Therapy to take to resolve the complaint;

We aim to wherever possible to resolve any concerns or problem with you first.

During this conversation we will chat through your concerns and should you wish to make a formal complaint we will support you to complete our complaint form. This will allow us to we better understand the issue and can accurately collect all of the details and discuss a plan to move forward.

We will complete the following steps in regard to our complaints process:

  • Provide you with an acknowledge of receipt of your complaint;
  • Keep you informed of the progress of the complaint, including any action taken, the reason for any decisions made and options for review of decisions;
  • Keep you involved in the resolution of the complaint.
  • Advise you in writing of the decision/outcome and the reason for the decision.

If we are not able to resolve your complaint within 4 weeks, we will keep you informed of our progress and how long we expect that it will take to resolve your complaint.

What to do if you are not satisfied with the outcome of your complaint

If you feel that your complaint has not been resolved to your satisfaction with us at Jigsaw Therapy, we encourage you to contact either of the following:

the Commissioner of the NDIS Quality and Safeguards Commission via their published contact details 1800 035 544 or go to ndiscommission.gov.au/contact-us

AHPRA 1300 419 495 or go to ahpra.gov.au/Notifications.aspx

Or

The Health & Community Services Complaints Commissioner 8226 8666 or go to hcscc.sa.gov.au/making-a-complaint

Or

Abuse or neglect can also be made to the National Abuse and Neglect Hotline on 1800 880 052

All complaints can be made via the phone or writing or by any other appropriate means. These complaints can also be made anonymously.