Tell us what went well and what did not. Anyone can make a complaint, it will never affect the service you receive, and you can go to the NDIS Commission at any time.
How to give feedback or make a complaint
- Use the form below, or tell any member of staff.
- Call 03 6311 1415 and ask for a manager, or email team@thrivelifecare.com.au.
- Write to Thrive Lifecare, PO Box 309, Riverside TAS 7250.
You can complain anonymously. A family member, guardian, carer, advocate, support coordinator, therapist or another provider can complain on your behalf. If you need help to make a complaint, tell us and we will support you, or you can use an advocate.
Before making a formal complaint you are welcome to raise the concern with the person involved, but you do not have to.
What happens next
- We acknowledge your complaint within 2 business days and tell you who is handling it and what to expect.
- A manager looks into it fairly, talks with you and the people involved, and keeps you informed along the way. You are involved in deciding how it is resolved.
- We aim to resolve complaints within 21 business days of acknowledging them. If it will take longer we tell you why and give you regular updates.
- We explain the reasons for any decision, and give you time to respond or ask for a review.
- After the complaint is closed we check back with you to make sure the fix has worked.
Complaints that involve a serious incident are escalated straight away and, where the law requires, reported to the NDIS Quality and Safeguards Commission or other authorities.
Your rights
- Making a complaint will not affect the equipment, service or support you receive from us.
- Your complaint is kept confidential and shared only with the people handling it, unless the law requires us to report it.
- You can take your complaint to an outside body at any time, before, during or after our process.
- We keep a record of every complaint, the decisions made and the outcome, for seven years, and we review complaints regularly to improve how we work.
Outside bodies
- NDIS participants: NDIS Quality and Safeguards Commission, 1800 035 544, ndiscommission.gov.au. We will cooperate fully with the Commission.
- Aged care clients: Aged Care Quality and Safety Commission, 1800 951 822, agedcarequality.gov.au.
- Consumer issues: Consumer, Building and Occupational Services Tasmania, 1300 654 499.
- Privacy: Office of the Australian Information Commissioner, 1300 363 992.
Advocacy
You have the right to an independent advocate. Advocacy Tasmania (1800 005 131) and the Older Persons Advocacy Network (1800 700 600) provide free support.
Incidents
If equipment we supplied has been involved in an injury or a near miss, tell us straight away so we can make it safe and, where required, report it to the manufacturer and the regulator.