Complaints and Compliments
At Just Better Care we recognise that all feedback provides the opportunity for quality improvement and that implementing changes enhances what we do.
You may also choose to contact Just Better Care head office.
Office hours
Responding to complaints
Alternatively you may wish to receive support from the following external bodies:
| National Aged Care Quality and Safety Commission Website: www.agedcarequality.gov.au/making-complaint/lodge-complaint |
| The NDIS Quality and Safeguards Commission Phone Options: 1800 035 544 (free call from landlines) or TTY 133677 (interpreters can be arranged) or National Relay Service and ask for 1800 035 544 |
| New South Wales Ombudsman Disability Phone: 1800 451 524 Email: nswombo@ombo.nsw.gov.au Website: www.ombo.nsw.gov.au |
Compliments
Possible Awards
Should you wish to compliment a Just Better Care staff member, we encourage you to contact your local office and/or nominate staff for a Possible Award.
For more information on how to nominate staff visit the Possible Awards website
Frequently asked questions
There are several possible outcomes:
- There may be a change to the way services are delivered to you.
- The matter may be resolved without significant changes to service delivery.
- Changes may be made to our policies, practices or procedures.
- Matters of a criminal nature will be referred to the appropriate body.
- We will advise you regarding further options if you are not happy with the outcome of your complaint.
We record all details of your concern and securely store the information. Information will be passed on and escalated to Management. Only those involved will have access to this information.
We will seek your guidance and keep you up to date and ensure that you are as involved, to the extent that you wish.
If you’re unhappy with our services you can:
- Speak directly to your local Just Better Care office (email, phone or in person). We recommend this as a first action.
- Speak to Just Better Care Australia as a point of escalation if you are unhappy with the response from your local Just Better Care office.
- Complete a complaints/compliment form online, email info@justbettercare.com or call 1300 587 823 (during business hours, Monday to Friday)
At Just Better Care we value your feedback and encourage you to speak directly to your local office as it helps us to continue to provide quality services.
Whenever you or your family receive a service from Just Better Care, you have the right to:
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Receive personal privacy, respect and courtesy
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Be involved in choosing how and when your support services are provided
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Be given sufficient information to make informed choices
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Be supported in a way that maximises independence, and feels safe and secure
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Be supported without discrimination, victimisation or feelings of obligation
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Continue cultural and religious practices freely, and use your language of choice
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Receive itemised accounts for all services provided
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Have access to information about your support and other personal information
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Be at the centre of decisions around the design and delivery of the services you receive
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Work with Just Better Care to achieve your goals
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Have the right to lodge a complaint about a service without fear of being disadvantaged in any way
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Have the right to appoint another person as an advocate and/or spokesperson whenever you like
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Have the right to request access to all information about you that is held by Just Better Care.
We want to hear from you, if you or your family:
- Believe the services we are providing don’t meet your needs
- Aren’t happy about the way you have been treated
- Feel your rights have not been taken into account
- Have a suggestion about how we can improve our service
- Have enjoyed a particularly exceptional service
Not only could your feedback help us to improve what we do, it may also help us to provide a better service for many other people too.
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Just Better Care acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. We also acknowledge the diversity of Australian culture and extend our support to all individuals, regardless of culture or sexuality.
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