Feedback and Complaints

We encourage you to share your feedback with us. 

Wanslea values your feedback. All feedback about anything complimentary or that is concerning or important to you or your family is welcomed. 
Wanslea's feedback process is confidential.  Any information you provide will not affect our commitment to providing a quality service to you and/or your family.

Our Client Feedback and Complaints Policy (click to view)

What can be complained about?
A complaint can be made about services or about a member of the Wanslea staff, educator, child, carer or family accessing Wanslea services and are taken seriously.

What cannot be complained about?
Complaints can only be made against Wanslea. Any grievances with outside agencies such as Government agencies, the Children’s Court or Family Court or other agencies, fall outside of this feedback and complaints process. 

Reporting Child Safety Concerns?

  •   Course of action if dissatisfied with the response (click to view)  

If you do not feel able to talk directly to the person involved or are unhappy with their response then please lodge your feedback using the form
adjacent

If you would like us to respond to you, please include your name, contact number and/or email address.  

What happens next?
If you provide your contact details, you will be contacted within two working days verbally or in writing to tell you how we will address your feedback.
If you make a complaint, we will investigate the complaint, decide the action to be taken and notify you of the outcome. 

Our aim is to have all feedback or complaints resolved within 21 days where possible.  Any delays in this process, you will be advised accordingly. 

Use of Interpreters
You can request the use of an interpreter to make a complaint.  Please advise us of this requirement.

What if I am unhappy with the response? 
There are external bodies in each state of Australia that can help if you are unhappy about how we have handled your feedback and/or complaint.

The agencies below will be able to provide you with assistance and support:

External Bodies: support for handling complaints

  • Health and Disabilities Services Complaints Office – HaDSCO 
    Call: (08) 6551 7620 
    Email: mail@hadsco.wa.gov.au 
    Website: www.hadsco.wa.gov.au

  • National Disability Insurance Scheme (NDIS)
    Quality and Safeguards Commission
    Call: 1800 035 544 (free call from landlines) or TTY 133 677
    Interpreters can be arranged 
    National Relay Service and ask for 1800 035 544 
    Completing a complaint contact form
    Website: www.ndiscommission.gov.au/about/complaints

Thank you for your valued feedback!

Wanslea is committed to child safety and delivering services that are responsive to the needs of the community and our clients and will always seek to continuously improve.

                    

 

 

 


Wanslea Limited
ABN: 36 660 171 727 

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