Contact Us
Contact us via the form or contact details below.
Team Leader: Amoroci Zander
Phone: 0429 588 123
Email:
We have a continuous improvement philosophy and seek your compliments, complaints and suggestions to improve our service delivery to the community.
You can provide feedback using the form or via post to:
The Director
Signature Assisted Living Pty Ltd
3 Avonlea Crescent
BASS HILL NSW 2179
Why we need your feedback?
Your feedback allows our business opportunities to improve and enhance the quality of our services. Complaints and suggestions help us refine and improve our policies, processes and systems. Compliments help us recognise when we are meeting or exceeding community standards for service and performance.
Feedback can be compliments, complaints and suggestions:
- Compliments are praise or congratulations about our services delivery
- Complaints are an expression of dissatisfaction about staff and company policies, and our service delivery
- Suggestions are ideas on how we could improve our services.
Note:
- Any feedback received through social media is not treated as formal feedback for response and reporting purposes - anonymous feedback is permitted
- If you require feedback response from our company, you must provide a valid email address, unless you elect to remain anonymous
- We will respond to your feedback as quickly as we can and advise that at times there may be a delay in responding to feedback.
Need help giving feedback?
Help with submitting feedback online
- To provide feedback use the online Feedback Form
- If you are unable to access the online form, you can call us on 0429 588 123.
Help with translating and interpreting
The Translating and Interpreting Service (TIS National) is an interpreting service which can be accessed through this link - NDIS Commission website. The service
is for:
- People who do not speak English in their daily lives
- Our service partners to communicate with our non-English speaking participants.
Help making a telephone call
- Text telephone (TTY) or modem callers can contact the National Relay Service (NRS) on 133 677
- If it is hard for you to understand on the telephone you can use the Speech-to-Speech Relay (SSR) via the NRS on 1300 555 727.
Withdrawing your feedback
- If you decide to withdraw your feedback, you should provide the request to the director by email- . The matter will then be closed.
More information about complaints
Making a complaint
The best way to have your issue resolved quickly, is for you to raise your concern or complaint with SAL first. SAL has a complaints management and resolution system in place to attend to complaints.
If SAL is unable to resolve your concern or complaint, then you should seek further support.
If a you believe we have wrongly collected or handled your information, you can complete an online feedback form, or write to:
The Director
Signature Assisted Living
3 Avonlea Crescent
BASS HILL NSW 2197
Every complaint will be investigated and complainants will be advised of the outcome.
Making a complaint with the NDIS Commission
If you have a concern about our support or services, it is important that you talk about it.
Complaints are important - they can help providers understand what is important to people with disability and improve the quality of services we provide, so your complaint can help other people too.
You may seek support from family, a friend or an independent advocate in making a complaint.
A complaint can be made to the NDIS Commission by:
- Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged
- National Relay Service and ask for 1800 035 544
- Completing a Feedback Form.
The NDIS Commission can take complaints from anyone about:
- NDIS services or supports that were not provided in a safe and respectful way
- NDIS services and supports that were not delivered to an appropriate standard
- How an NDIS provider has managed a complaint about services or supports provided to an NDIS participant.
If a complaint raises a serious compliance issue, the NDIS Commission has powers to take action.
Making a complaint to the Office of the Ombudsman (OAIC)
If a you are unsatisfied with our response, you can write to the OAIC. The OAIC can investigate privacy complaints about the protection of personal information, order compensation to be paid where warranted and direct SAL to change the way it handles personal information. If you need help lodging a compliant with the OAIC, you can call the OAIC Enquiries Line on 1300 363 992.
The OAIC can receive privacy complaints through:
- The online Privacy Complaint form ( OAIC’s website)
- Mail (if a person has concerns about postal security, they might want to consider sending their complaint by registered mail)
Post
Sydney Office
GPO Box 5218
Sydney NSW 2001 - Fax at +61 2 9284 9666
- Email (email that is not encrypted can be copied or tracked) at
You can make a complaint directly to the OAIC rather than to us or the NDIS Commission, however it is likely that the OAIC would recommend that you try to resolve the complaint directly with us or with the NDIS Commission in the first instance.