Feedback, Complaints & Advocacy
At DLi, we believe we play an important role in helping our clients to live as rich, rewarding and enjoyable life as possible.
We want to hear from you if the supports or services that we are providing make you unhappy or if we are doing something wrong or something isn’t working for you. We strive to deliver the best support to our clients. We would also love to hear what we are doing well and what you like about us too!
What is feedback?
What is a complaint?
- Concerns for anything that makes you feel unhappy, worried or unsure.
- Suggestions for anything that could improve DLi’s services.
- Any comments about DLi, including anything you are happy about or we are doing well.
- Ideas of ways DLi could improve our services or any general comments regarding your experience
- A complaint is when you do not like something and tell someone about it. This could be anything about DLi’s services.
How can you provide feedback or make a complaint to DLi?
DLi works in accordance with the NDIS Quality and Safeguards Commission’s Effective Complaint Handling Guidelines for NDIS providers. We have a dedicated team who are here for you, and will assist with handling your complaint.
We will let you know we’ve received your complaint within 2 business days. We will act promptly to investigate your complaint and will keep you updated on the progress of our investigations into your complaint.
We understand that making a complaint can be difficult. We will treat you with respect and listen to you.
You can also make a complaint direct to the NDIS Quality and Safeguards Commission.
To make a complaint to the Commission:
- Complete their online complaint form
- Call 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged
- National Relay Service: ask for 1800 035 544
The Commission’s complaints Contact Centre is open Monday to Friday 9am – 5.30pm AEST (closed public holidays).
Who can help make a complaint or provide feedback?
Feedback and complaints can be made by clients, family members, friends or members of the public.
If you are a DLi client, you can be supported to make a complaint by:
- a family member or friend
- a staff member you trust
- a Team Leader or Client Service Manager
- your NDIS Support Coordinator.
Sometimes this person is called an advocate.
What is an Advocate?
An advocate is a person who supports you and helps you to explain what you want so that your views are heard, and problems or other matters can be resolved. This can be family member or friend, a staff member you feel comfortable with and trust or your NDIS Support Coordinator.
Alternatively, you can find a list of organisations below, that may be able to assist you with making a complaint or providing feedback.
National Relay Service
TTY: 133 677
Voice relay: 1300 555 727
SMS relay: 0423 677 767
www.communications.gov.au
Advocacy for Disability Access and Inclusion Inc.
P: 08 8340 4450
Country callers: 1800 856 464 (toll free)
www.advocacyfordisability.org.au
Independent Advocacy SA Inc.
P: 08 8232 6200
www.independentadvocacysa.org.au
Citizen Advocacy South Australia
P: 08 8410 6644
www.citizenadvocacysa.com.au