At Calibre Care SA, we value feedback from participants, families, carers, advocates, staff, and community members. Feedback helps us improve the quality of our supports and services, while complaints provide an opportunity for us to address concerns and continuously improve our practices.
We are committed to providing a safe, accessible, fair, and responsive process for receiving and resolving feedback and complaints. Everyone has the right to raise concerns without fear of disadvantage, discrimination, retaliation, or reduction in services.
We welcome feedback about any aspect of our services and supports. Your feedback helps us understand what we are doing well and where we can improve.
You can provide feedback by:
If you are unhappy with any aspect of our services, supports, workers, contractors, management, accommodation services, or organisational practices, you have the right to make a complaint.
We encourage you to raise concerns as soon as possible so that we can work with you to find a resolution.
Complaints can be made:
When you make a complaint, Calibre Care SA will:
We will acknowledge receipt of your complaint within 2 business days and explain:
We assess each complaint according to its seriousness, urgency, participant impact, safeguarding concerns, and any legislative requirements. Complaints are prioritised according to risk level to ensure appropriate action is taken.
Where required, we will investigate the complaint fairly and impartially. This may involve:
All parties involved are given an opportunity to provide information during the investigation process.
Following the investigation, we will determine appropriate actions. Outcomes may include:
We will advise you of:
You have the right to make a complaint directly to external organisations at any time.
These may include:
Website: https://www.ndiscommission.gov.au
Phone: 1800 035 544
Independent advocacy services can support you to make or pursue a complaint.
Depending on the nature of the complaint, you may also contact the appropriate health, community services, state, or territory complaints body.