Feedback Form

"Tell us what you Think"

SAPHIRA SUPPORTS values the perspective and input from our consumers and the community and actively ensures that they have an accessible and a safe avenue for providing feedback that fosters a culture which supports consumers and the community to make positive comments as well as raise complaints.

All feedback provides SAPHIRA SUPPORTS with an opportunity to review services, facilities or systems which can lead to quality improvements for the consumer.

SAPHIRA SUPPORTS has a commitment to the fair resolution of complaints by people at all levels in the organisation by adopting the “Natural Justice Process”. This means that a minimum standard of fairness is to be applied to the investigation and resolution of a complaint.

SAPHIRA SUPPORTS will ensure that all management, staff, Board members, volunteers, students and agency staff; are familiar with and understand the SAPHIRA Customer Complaints and Feedback management process and that customers are aware of their right to make a complaint and the right to have an advocate to assist them with this process.

SAPHIRA SUPPORTS is committed to acknowledging complaints within seven working days of a complaint being received. For complex complaints, SAPHIRA SUPPORTS will complete the process within 28 days wherever possible. If the complainant is not satisfied with SAPHIRA SUPPORTS' internal process outcome, SAPHIRA SUPPORTS will provide information about the relevant external Complaints Management Commissioners.

Your feedback will be received by our Customer Relations Coordinator who will respond directly (generally via email) and will liaise with the team leaders and managers of the program or area with whom you have concerns.

Complaints and feedback can be submitted in one of these ways:

• Contact one of the managers of service directly.

• Email info@saphirasupports.org 

• Call us on 0448 977 781 to lodge feedback.

• Fill in the online form below.

• You can also review us on Google Search - https://g.page/r/CX3xaF1qRXMREAI/review

External Complaints Officers

If you are unhappy with how SAPHIRA SUPPORTS' staff managed your complaint, you can also contact:

NDIS Quality and Safeguard Commission 

1800 035 544

www.ndiscommission.gov.au/participants/participants-make-complaint

National Disability Insurance Agency

1800 800 110

feedback@ndis.gov.au

https://www.ndis.gov.au/about-us/contact-us/feedback-complaints.html

Commonwealth Ombudsman

1300 362 072

(Calls from mobile phones at mobile phone rates)

Indigenous

1800 060 789

(Calls from mobile phones at mobile phone rates)

Aged Care Complaints Commissioner

1800 550 552

enquiries@agedcarecomplaints.gov.au

Victoria

Health Complaints Commissioner

1300 582 113

hsc@health.vic.gov.au

Disability Services Commissioner

1800 677 342

complaints@odsc.vic.gov.au

Mental Health Complaints Commissioner

1800 246 054

help@mhcc.vic.gov.au

Community Housing Complaints (Housing Registrar)

03 9651 1402

housingregistrarcomplaints@dtf.vic.gov.au

Victims of Crime Commissioner

1800 010 017 (between 9am to 5pm business days)

enquiries@vocc.vic.gov.au