How to make a complaint at Wallara

At Wallara Australia we welcome your feedback about our services – both compliments and complaints. We take all complaints seriously and your feedback helps us improve our services.

Who can make a complaint?

Wallara can receive complaints from a range of people, including:

• People we support
• Parents, family members and friends
• Advocates and support people

It is your right to make a complaint.

What can I complain about?

Your complaint can relate to any aspect of Wallara’s services, including:

• The way we have communicated with you about our services
• The way we have delivered our services
• The quality of our properties and facilities
• Whether we have listened to you
• Whether we have treated you fairly and with dignity and respect
• The way we have responded to your feedback
• About other people supported by Wallara

If you have a concern or query about Wallara, we encourage you to speak directly to your Wallara support coach to see if your concern or query can be addressed. This may be the simplest way of dealing with the matter.

How do I make a complaint?

If you wish to make a complaint, then you can do this by:

• Speaking to any member of our team
• Calling us on [number]
• Sending us an email to [address]
• Completing the Easy English “I have a concern or complaint form” and sending it to us by email or by post to [address]

When making a complaint, it is helpful to us if you can be as specific as possible about what it is that you are unhappy about, and how you would like the complaint resolved.

Our staff can assist you with making a complaint. They can also connect you to advocacy and support services to assist you.

How does Wallara respond to complaints?

Wallara takes all complaints seriously. Your complaint will be treated as strictly private and confidential.

Once you make a complaint we will be in touch to let you know when you can expect a response from us.

In most cases we will arrange a meeting to hear your story. We welcome the involvement of advocates and people assisting you.

Wallara will not treat you differently simply because you make a complaint.

Once we have finished looking into the matter we will come back to you with a response.

Where else can I go for information?

At any time before, during or after you have made a complaint you can refer the matter to the Disability Services Commissioner. This includes you are simply seeking information, support and advice or when you are unhappy with the way we have handled your complaint.

The Disability Services Commissioner’s brochure It’s OK to complain contains more information about the assistance that the Commissioner can provide.

Complaints Policy

Complaints Policy Statement

Complaint Form Easy Read

Complaints and Grievance Procedure for People

Complaints Procedure