Feedback, Compliments and Complaints

Everyone has the right to provide feedback.

It may be positive, or you may have something you feel upset or uncomfortable about. You might have an idea you’d like to share with us about something we could do or change.
Good or bad, feedback is an important part of the way we review and assess ourselves and our services, so we take it very seriously. If you have something to say, we appreciate you taking the time to tell us.

You can speak to : Better Planning, Complaints Officer Craig Claridge
Phone: (02) 4227 6794
Mobile: 0412 440 630

Your feedback can be provided to us anonymously. Of course, if you would like us to make a change relating directly to your particular service or circumstances, it is helpful for us to know who you are, so we can address it as quickly as possible. But the decision is yours.

Send us a letter in the mail, addressed to:
Attention: The Chief Executive Officer, Better Planning, PO Box W67, West Wollongong, NSW, 2500.
Call us, and ask to provide feedback anonymously over the phone on (02)4227 6794 or on 0412 404 630.

If you need help to provide feedback or make a complaint, you can ask a support person/carer to help you. Or, you can ask us to provide extra help and support to submit your feedback. Your feedback or complaint will be handled respectfully and sensitively. You will not be treated differently for saying what you think and how you feel. If you are a client, you will not be disadvantaged by telling us your thoughts.

Telling us your thoughts not only helps us to reflect upon our own organisation, it’s an important way for you to make sure you are getting what you need from us.
Here are some examples:

  • You know someone who has had a bad experience with Better Planning and is upset or unhappy.
  • You want to offer recognition or praise for a member of staff.
  • You want something changed about the way we support you.
  • You have an idea about how we can do things better or differently.

Better Planning have a formal procedure to ensure that your feedback is heard and responded to within reasonable time frames:

  • Upon receiving a complaint, Better Planning will provide a response within seven days.
  • We will do our best to resolve the issue in 30 days, or tell you why.

*(Records will be kept for the purpose of future reviews for service improvements. Better Planning follows provisions set out in Mandatory Reporting Legislation).

If you are not happy with our response to your feedback you can talk to someone else.

Phone: (02) 9869 0866
Fax: (02) 9869 0722
Toll free: 1800 620 588 *(non-metropolitan NSW callers only)
Email: communications@familyadvocacy.com
Website: www.family-advocacy.com

*(for violence or threats of violence)
The Police Assistance Line (131444) operates 24hrs a day, 7 days a week

Phone: (02) 8688 2650
Toll free: 1800 451 510
TTY: 1800 882 889
Email: informationsupport@opg.nsw.gov.au
Website: www.publicguardian.justice.nsw.gov.au

Toll free: 1300 888 529
Website: www.legalaid.nsw.gov.au

Email: complaintsadb@agd.nsw.gov.au
Address: Newcastle office Suite 5, Level 5, 400 Hunter Street, Newcastle NSW 2300 PO Box 1077, Newcastle NSW 2300
Phone: (02) 4903 5300
Fax: (02) 4903 5376
TTY: (02) 4903 5389
*The Newcastle office is wheelchair accessible. The nearest accessible parking spaces are on Hunter Street

*(for Privacy related concerns)
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Fax: +61 2 9284 9666
Post: GPO Box 5218, Sydney NSW 2001

Phone: 1800 800 110
Website: www.ndis.gov.au

Phone: 1800 880 052
Website: www.crrs.net.au

Phone: (02) 9377 6000
(Central Office) TTY: (02) 9377 6167
Email: servicembx@facs.nsw.gov.au
Website: www.adhc.nsw.gov.au

Phone: (02) 9286 1000
Toll free: 1800 451 524
TTY: (02) 9624 8050
Email: nswombo@ombo.nsw.gov.au
Website: www.ombo.nsw.gov.au

Email: pwd@pwd.org.au
Phone: (02)93793100
Toll Free: 1800 422 015

Email: info@idrs.org.au
Phone: (02) 93180144
Toll Free: 1800 666 611 (outside Sydney)