Community Connect Transport respects all the rights of all individuals to provide compliments, complaints and feedback, and actively encourages feedback, even in the form of a complaint, in order to identify and resolve issues and facilitate opportunities for service improvement.
As such we encourage feedback regarding our services, staff, vehicles, webpage, documentation and any other issue related to our work. We see feedback as a tool for process improvement, and foster a “no blame” culture. All complaints are recorded and managed confidentially, fairly, promptly and without discrimination by Community Connect Transport.
We recognise and promote the right of all clients and their advocates to complain without fear of retribution or compromising the quality of the service they receive. Employees and volunteers are also encouraged to identify problems and make complaints of appropriate nature.
It is our policy to follow the principles of procedural fairness and natural justice and comply with the requirements under the:
- Aged Care Quality and Safety Commission Rules 2018
- Transport for NSW Service Contract 2020-2022
- NDIS (Complaints Management and resolution) Rules 2018
The Compliment or Complaint can be made:
Verbally: To a Community Connect Transport staff member
Mail: Community Connect Transport, PO Box 846 Crows Nest NSW 1585
Phone: 02 9490 9500
Email: info@communityconnect.org.au
Or you may contact one of the following external agencies for further assistance:
Aged Care Quality and Safety Commission
Any person, including consumers or their family members, friends, or aged care staff, can make a complaint about an Australian Government funded aged care provider to the Commission. Complaints may relate to any aspect of service including care, choice of activities, discrimination, catering, communication or the physical environment.
Complaints about the aged care service can be made by:
- Calling 1800 951 822 (free call from landlines)
- Use TTY on 133 677
- Use National Relay Service and ask for 1800 035 544
- Use an interpreter (this can be arranged for you)
- Submitting an Online Complaints Form www.agedcarequality.gov.au/making-complaintlodge-complaint/online-complaints-form
- Letter to: Aged Care Quality and Safety Commission, GPO Box 9819, in your Capital city
NDIS Commission
If you have a concern about your current NDIS supports or services, it’s important to talk about it. Anyone receiving NDIS supports or services can make a complaint about an NDIS Provider. Your family or friends can talk to the NDIS Commission on your behalf and the service is completely free and independent.
There are many ways to make a complaint to the NDIS Quality and Safeguards Commission:
- Phone 1800 035 544 (free call from landlines)
- Submitting an Online Complaints Form
https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=PRD00-OCF - TeleTYpe (TTY) on 133 677
- National Relay Service ask for 1800 035 544
- Or an Interpreter can be arranged for you
NSW Ombudsman
The NSW Ombudsman Office encourages you to talk to Community Connect Transport first and try to resolve the complaint by allowing them reasonable time to address your complaint.
If you remain dissatisfied by the management of the complaint, you can:
- Phone 02 9286 1000 or 1800 451 524 to discuss your complaint, or
- Translating and Interpreter Service (TIS) 131 450
- If you are deaf, have a hearing impairment or speech impairment, contact us through the National Relay Service:
- Speak and Listen users phone 1300 555 727 then ask for 02 9286 1000.
- NRS Internet relay users connect then ask for 02 9286 1000.
- Or go to their Online Complaints Form to submit a complaint for assessment www.ombo.nsw.gov.au/complaints/complaint-form
Older Persons Advocacy Network (OPAN)
My Aged Care clients can also contact the Older Persons Advocacy Network (OPAN) if they would like assistance in directly engaging with Commonwealth-funded aged care services. OPAN supports consumers to access and interact with Commonwealth funded aged care services and can be contacted on (free call) 1800 700 600 from 9.30am to 4.30pm Monday to Friday. They offer a free confidential advocacy and complaints resolution service. An advocate will always seek your permission before taking action.
Phone: 1800 700 600
Website: www.opan.com.au/aged-care-complaints/
Transport for NSW
Transport for NSW are committed to responding appropriately to customer complaints and feedback which will be handled equitably, objectively and in an unbiased manner:
Phone: 02 8265 6962
Email: community.transport@transport.nsw.gov.au
Online Feedback Form: www.transportnsw.info/contact-us/feedback/general-feedback
