Feedback & complaints
Your feedback helps us do better, and you have every right to raise a concern. Whether it's a compliment, a suggestion, or something that's gone wrong, we want to hear it.
We genuinely welcome your feedback
Raising a concern will never affect the care your child receives. We see feedback and complaints as one of the best ways to improve, so please don't hold back. And it's not only about what's gone wrong: if something has worked well, or a clinician has made a difference for your family, we'd love to hear that too.
Feedback can be about anything: a clinician, an appointment, our admin or booking, billing, access to our clinics, or the way we've communicated. And it can come from anyone. The child, a parent or carer, a family member, an advocate, or a support coordinator. You're welcome to raise something yourself, or to have someone do it with you or on your behalf. You can also use our feedback form to share something with your name, or completely anonymously, whichever feels right for you.
Raising something with us
Often the quickest way to sort something out is to tell us directly. Here's how, and what happens next.
Get in touch
Contact us however feels easiest, whether that's phone, email, or our enquiry form. You can speak with your child's clinician, or ask for a member of our management team.
We listen and look into it
We'll acknowledge your concern, take it seriously, and look into what's happened. We may contact you for more detail so we understand it fully.
We work towards a resolution
We'll talk through what we've found and what we can do, and keep you informed. Our goal is always to put things right and to learn from what you've told us.
However suits you
Our feedback & complaints form
If you'd rather put something in writing, our online form is the easiest way. You can include your name and contact details if you'd like us to follow up with you, or you can submit it completely anonymously. It's entirely your choice, and both are equally welcome.
If you choose to stay anonymous, please know we won't be able to contact you about the outcome, but we'll still take what you've shared seriously and use it to improve.
Open the feedback formWe'll make this easy however you need. If writing something down is difficult, you're welcome to tell us over the phone or in person and we'll note it for you. If you'd prefer to speak in a language other than English, let us know and we can arrange an interpreter. And if you'd like help to use the form or put your concern into words, just ask. We're happy to support you, or to work with your advocate.
How we manage feedback and complaints
When you raise something with us, here's what you can expect from the way we handle it.
For children. Children are welcome to speak up too. If something doesn't feel right, a child can tell their clinician or any of our team, and we'll listen and take it seriously, in a way that's right for their age.
If you're not satisfied with how we've handled things, you're always welcome to take it further. You can ask for it to be reviewed by a member of our management team, and you can also raise it independently with an external body at any time. The right one depends on your situation, and both are set out below.
Raising a concern independently
You can always raise a concern with us directly, but you also have the right to go to an independent body, and you never have to come to us first. Choosing to do so will never affect your child's care. Which body fits depends on your situation, and the main options are set out below. If you're not sure which is right, our team or an advocate can help you work it out.
Ahpra: for our psychologists, occupational therapists and physiotherapists
Our psychologists, occupational therapists and physiotherapists are registered health practitioners. If you have a concern about the health, conduct or performance of one of them, you can raise it with the Australian Health Practitioner Regulation Agency (Ahpra), the independent national body that regulates them. This option is open to every family, whatever your funding type.
Complaints to Ahpra (called "notifications") can be made anonymously, and Ahpra will never take action against you for raising one. You can make a complaint online at ahpra.gov.au.
Speech Pathology Australia: for our speech pathologists
Speech pathologists are self-regulated rather than registered with Ahpra. Our speech pathologists are members of Speech Pathology Australia (SPA) and are bound by its Code of Ethics. If you have a concern about a speech pathologist, you can raise it with SPA's Ethics team.
You can find out more about the Code of Ethics and how to raise a concern at speechpathologyaustralia.org.au.
HaDSCO: for any of our services, here in WA
The Health and Disability Services Complaints Office (HaDSCO) is a free, independent WA body that resolves complaints about any health, mental health or disability service, whichever clinician or part of our service it concerns. It's a good option if you're not sure where else to turn, or if your concern is about the service as a whole rather than one practitioner.
HaDSCO usually asks that you raise your concern with us first, but you can go to them directly if that isn't possible or if it's too difficult to approach us. Interpreters can be arranged at no cost. Find out more at hadsco.wa.gov.au.
NDIS Quality and Safeguards Commission: for NDIS supports
If your child receives NDIS-funded supports, you can raise a concern with the NDIS Quality and Safeguards Commission, the independent body that oversees NDIS providers. Anyone (a participant, family member, carer, friend or advocate) can make a complaint about NDIS-funded services or supports, and you can make a report anonymously if you'd prefer.
You can also make a complaint online at ndiscommission.gov.au. Interpreters can be arranged if you'd like to speak in a language other than English.
Support from an advocate. You don't have to do this alone. An independent disability advocate can help you understand your options and speak up for you, free of charge. You can find an advocate near you through the Government's Disability Advocacy Finder at askizzy.org.au/disability-advocacy-finder, or ask our team and we'll point you in the right direction.