Feedback and Complaints

We want to hear from you

We welcome feedback and complaints as it helps us improve. We want to listen. Providing a compliment, raising an issue, providing a suggestion or making a complaint can be made by:

  • Speaking with a staff member or manager – 1300 588 851

Sending an email – feedbackandcomplaints@recoverystation.com.au

All our staff can receive and respond to feedback or issues. You may also feel your concerns are best handled by a Manager.   

Helping us Improve

Your feedback and complaints are important to us. Understanding what we’re doing well, and where can do better helps improve the way we work with people, businesses and other organisations.

Everyone has the right to make a complaint. We have clear processes to make sure you are heard. We’re committed to continuous improvement and striving to always do better.

 Can I get help to give feedback or make a complaint?

Yes. We can help by:

  • Arranging an interpreter or you can contact us through the Translating and Interpreting Service (TIS) on 13 14 50
  • Writing out your complaint for you
  • Communicating via the National Relay Service if you’re deaf, have a hearing or speech impairment. Visit relayservice.gov.au

Can someone else make a complaint for me?

Yes. You can ask a friend or relative, or a community organisation to make a complaint on your behalf. We protect your privacy by checking that you have given your permission.

What to include with your feedback or complaint

  • Your name
  • Your best contact details (e.g. phone number, email address, postal address) (phone, email or mail)
  • What your feedback is about – e.g. the service provided, who was involved, what happened etc.
  • What you want to happen now

Can I make an anonymous complaint?

Yes. But this may make it difficult to investigate if we can’t get more information from you. 

What happens after I provide feedback or make a complaint?

We’ll let you know within two working days that we’ve received your feedback.

If you’re giving a compliment, thank you! We’ll make sure it’s passed on to the staff and their manager.

If you’re making a comment or a suggestion, we appreciate your advice. We’ll pass it on to our team and look to learn from this.

If you’re making a complaint, sometimes it can be resolved straight away. In some circumstances we may need to ask you for more information, or to speak to our staff or other people involved. 

We aim to finish looking into your complaint and get back to you within 28 days. If it’s going to take longer, we’ll let you know. We take complaints seriously and we investigate them thoroughly.

Will I be treated differently if I make a complaint?

No. Everyone has the right to make a complaint. We welcome your feedback and deal with complaints professionally.

What happens if I’m not happy with the outcome of my complaint?

You can ask for a review by a more senior staff member at Recovery Station. This may be our client feedback manager or a member of our executive team. 

You may be able to complain to an external complaint agency. You can do this at any stage of the complaint process, or if you’re not happy with our response.

 NDIS Commission – Feedback and Complaints Team

·      contactcentre@ndiscommission.gov.au

·      1800 035 544

·      Complaints Form https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=PRD00-OCF

·      NDIS Commission Feedback, PO Box 210, Penrith NSW 2750

Department of Social Services

Aged Care Complaints Scheme

·       1800 550 552

·       http://agedcarecomplaints.govspace.gov.au

·       complaintsschemeresources@dss.gov.au

State Services

NSW Ombudsman

Disability Advocacy Bodies

Disability Advocacy Network Australia can link clients to a disability advocacy organisation in their state.

Anti-Discrimination Board (ADB)

You can complain to the ADB about discrimination, harassment and vilification. Further information can be found at:

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Recovery Station

Ph: 1300 588 851

www.recoverystation.com.au