At InteractABILITY, we believe in the importance of listening to our participants and continuously improving our services. Our Complaints Management and Resolution Policy is designed to ensure that every participant feels heard, respected, and valued.
Purpose We want you to know that your feedback matters. Our system is here to welcome, acknowledge, and effectively manage any complaints you may have. This helps us enhance the quality of our services and ensures that your experience with us is positive.
How This Helps You
- Easy Access: From the moment you start using our services, we provide clear information on how you can lodge a complaint. You can lodge a complaint by calling us, emailing us at support@interactability.com.au or using the Contact Us option at the top of this page and selecting complaint/incident.
- Visibility: Our complaints lodgement process is prominently featured on our website and other materials, making it easy for you to find.
- Inclusivity: We ensure that our system is accessible to everyone, including those with disabilities or language barriers. We provide multiple ways to lodge a complaint, whether verbally, in writing, or electronically.
- Timely Responses: We acknowledge receipt of your complaint within two business days and start investigating within five business days. You will be kept informed throughout the process.
- Fair and Respectful Handling: Your complaint will be handled with the utmost confidentiality and fairness. We gather all necessary information, review evidence, and analyze the root cause to ensure a thorough investigation.
- Resolution and Follow-Up: Once a resolution is developed, we implement the necessary actions and communicate the outcome to you. We also follow up to ensure you are satisfied with the resolution.
How to lodge a complaint
- You can lodge a complaint via the following options
- Website via Contact Us form
- Email at support@interactability.com.au
- Phone at 1300 60 50 83
- Via mail (details on the Contact Us page)
- You can complain directly to the Contact the NDIS Quality and Safeguards Commission
- Via phone 1800 035 544
- By filling in an online complaint form.
Continuous Improvement Your feedback is invaluable to us. We share learnings from complaints with our staff and incorporate them into our training programs and policies. This helps us continuously improve our services and ensure that we meet your needs effectively.
Compliance and Reporting We comply with all relevant rules and regulations, including the National Disability Insurance Scheme (NDIS) rules. We maintain thorough documentation of all complaints and actions taken, and we report outcomes to the relevant authorities as required. Regular audits and evaluations help us ensure our system remains effective and compliant.
Last updated – February 2025
