Feedback and Complaints
Help us improve!
At Amity Assist, we welcome feedback, compliments, suggestions, concerns and complaints.
Your feedback helps us recognise what we're doing well, address concerns and continually improve the quality of our services.
Whether you're a participant, family member, carer, advocate, professional or member of the community, we encourage you to share your experience with us.
You can make a complaint anonymously, and making a complaint will not negatively affect the supports you receive.
Feedback and Complaints - Easy Read
We have an Easy Read guide with pictures and simple words. It explains how you can give feedback, make a complaint and get help.
Submit Feedback or Make a Complaint
You can submit feedback or make a complaint using our online form below (just click the link!).
Feedback and Complaints Form – Fill out form by clicking here
You do not need to provide your name or contact details unless you would like us to contact you.
Other Ways to Contact Us
If you would prefer not to use our online form, you can contact us directly.
Phone: 0403 306 948
If your call is not answered, please leave a voicemail explaining the reason for your call. If you would like us to return your call, please provide your name and contact number. You may remain anonymous if you prefer.
Email: info@amityassist.com.au
You can also provide feedback or make a complaint by speaking directly with an Amity Assist representative or with assistance from a family member, guardian, advocate or support person.
If you are deaf, hard of hearing, or have a speech or communication difficulty, the National Relay Service (NRS) can help you contact Amity Assist. You can access the service using the following options:
Speak and Listen (Voice Relay): 1300 555 727
TTY: 133 677
SMS Relay: 0423 677 767
The National Relay Service is free and confidential.
What Happens After You Make a Complaint?
When we receive your complaint, we will:
Acknowledge: Confirm we have received your complaint, where contact information is available.
Review: Consider your concerns and determine what actions may be required.
Respond: Keep you informed of relevant progress and explain our findings or decisions.
Resolve: Work towards a fair resolution and take appropriate action to address identified issues.
The time required to resolve a complaint will depend on its nature and complexity.
If you are dissatisfied with the outcome, you can request further review or contact the NDIS Quality and Safeguards Commission.
Your Rights and Privacy
We are committed to ensuring that everyone feels safe and supported when providing feedback or making a complaint.
You can make a complaint anonymously.
You can ask someone to help you make a complaint.
You will be treated fairly and respectfully.
Your information will be handled confidentially, subject to any necessary disclosures or legal obligations.
Making a complaint will not result in unfair treatment or negatively affect your supports.
Making a Complaint Externally
You have the right to contact the NDIS Quality and Safeguards Commission directly, at any time.
You do not have to make a complaint to Amity Assist first.
Phone: 1800 035 544
Website: www.ndiscommission.gov.au/complaints/report
You may also seek assistance from an independent advocate or support person.
If someone is in immediate danger or requires emergency assistance, call 000.