Feedback

We want you to tell us about the service you have received, so we know what works and what doesn’t work. While every effort will be made to ensure client satisfaction, we recognise that there may be occasions when you may not be fully satisfied with the service you have received.

We welcome feedback at any time as it helps us continue to improve on our services. To write us a feedback please use this form Click Here

We recognise that sometimes you may want someone from outside our organisation to give you advice or to speak on your behalf. Let us know, or talk to someone you trust to get this arranged.

What you can expect

• The highest standards of care
• Friendly, courteous, professional and respectful service
• Staff identification either by personal introduction or name badge
• Prompt handling of all enquiries
• Your needs to be listened to and responded to
• A telephone service that provides for waiting times of less than 2 minutes
• Response to your telephone message within 1 working day
• Telephone advice in advance of any temporary change to your scheduled shift(s)
• Written advice in advance of any significant changes to the way we deliver our services
• Minimal waiting times when you visit our offices
• Written response to emails within 1 working day and to letters within 7 working days. If a full reply is not possible within these time frames, you will receive an acknowledgment which will indicate when the reply can be expected and the name of the person to contact with queries

How to complain

• Speak to the employee/staff member first about the complaint (if relevant to them).
• If you feel that your concerns have not been properly acted on please fill out the form available on Click Here
• Once you submit this form, your complaint will be acknowledged within 1 business day and resolved within 7 business days.
• Alternatively you can contact us via any of the following means:

Call us: 03 8714 5816
Email us: In**@nu*****.au
Write to us: 3B Tawny Court, Truganina, VIC 3029

When we receive a complaint

We will register your complaint and send it to the relevant section for investigation. We will acknowledge your complaint in writing within 1 working day via an initial phone call/letter/email. While most issues can be resolved quickly, some may take some time. We will keep you informed about the progress of your complaint if it is likely to take longer to investigate.

The timeframe of the response will depend on the nature and complexity of the complaint. Complaints must be investigated and resolved as quickly as possible and within 7 business days. If the timeframe of the complaint response is delayed beyond 7 business days, the relevant Nurse4U Client Manager must make contact to the complainant and apologise and explain the delay and mutually agree on a revised time-frame.

If you are still not happy

You have the right to seek advice, support and/or someone to speak on your behalf at any time during this process. Please speak with your worker or someone you trust about how to find this help.If you are still not happy with how we handled your complaint/feedback, you have the right to seek an external review from an outside agency. Agencies that can be contacted are:

• NDIS Quality and Safeguards Commission: 1800 035 544
• The Disability Services Commissioner: 1800 677 342
• Office of the Public Advocate: 1300 309 337
• Health Complaints Commissioner: 1300 582 113
• Victorian Equal Opportunity & Human Rights Commission: 1300 292 153
• Victorian Ombudsman: 03 9613 6222
• Australina Human Rights Commission: 1300 656 419