Online Feedback

You can speak to : Better Planning, Complaints Officer

Phone: 0428 981 887

You don’t have to identify yourself

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.
The best ways to provide feedback anonymously are:

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 1300 318 056.
If you need help to provide feedback

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.
Why feedback is important for everyone
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.
What happens once you provide feedback
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).
Who else can help?

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

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
NSW Police

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

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
Legal Aid NSW

Toll free: 1300 888 529
Website: www.legalaid.nsw.gov.au
Anti-Discrimination Board

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
Office of the Australian Information Commissioner

*(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
National Disability Insurance Scheme

Phone: 1800 800 110
Website: www.ndis.gov.au
Complaints Resolution & Referral Service

Phone: 1800 880 052
Website: www.crrs.net.au
Department of Ageing, Disability & Home Care

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

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
People with Disability (PWD)

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

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

Services from Better Planning are such a value added part of our daughters plan. Their knowledge and attention to detail has been invaluable in managing her complex and changing needs. Most importantly they plan ahead, listen, and help us find services and providers that can actually help her meet her goals. Better Planning staff are always readily available to answer our many questions, resolve glitches, and often check in to see how it’s all going. Thanks Team BP - we couldn't do this NDIS thing without you!

Sofi

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Honesty, Reliability and Integrity - this is the support coordination service provided by Danielle of Better Planning. Her knowledge of the medical and disability sectors is expansive and really makes a difference when you are dealing with all things NDIS. Danielle's person-centred approach is authentic and she works hard to make your goals a reality. Do yourself a favour and give her a call if you are looking for an awesome support coordinator - you wont be disappointed.

Chrissie (parent of twin boys with a disability)

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Thank you BP. Everything regarding my family members sign up to the NDIS explained clearly. It was good too have support when signing contracts for support. Your replies to phone and text always coming in a timely fashion. We felt like valued customers from day 1.

Sally

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Better planning have helped and planned really great supports that have made my life much better. Danielle listens to me and links my needs to the NDIS plan. They are an excellent planning organisation that I have used for years. None better.

Eloi

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Better Planning are an exceptional company who have a wealth of experience and professional organisation skills. Their determination and understanding of the NDIS has enabled my husband to positively engage in the community. They listen carefully and have the background to assess and link his needs within the complexity of the NDIS outline. They are fantastic.

Suzanne

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A planner who understands and connects to their clients is so important. However, more importantly is a company who has its finger on the pulse of NDIS complexity and planning. Better Planning are the nuts and bolts of my partners organisation, planning and assistance. We could not have got through the NDIS without these wonderful people. Better Planning have changed the quality of our lives.

S.A.

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Better Planning are a very professional and caring group of people who have changed my life. I think they are also very well respected by other support organisations and Better Planning just get things done. I highly recommend them to everyone.

Mario

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