JP Plan Management Pty Ltd – Feedback & Compliments Policy

Here at JP Plan Management, we pride ourselves on being compassionate, understanding and trustworthy plan managers.

We strive to offer and nurture open channels of communication with our clients.

Client and Service Provider compliments, feedback and complaints provide our business with valuable information on levels of efficacy and satisfaction, and it gives us the opportunity to improve upon all aspects of our service.

Here at JP Plan Management, we endeavour to resolve feedback and complaints at the earliest opportunity and in a way that respects and values our client’s feedback.

We are of the view that everyone has the right to be listened to, to be respected, their opinions valued and for them to be treated fairly.

Here at JP Plan Management, we have a responsive, efficient, effective and fair feedback and complaint management system.

What is a complaint?

A complaint is something that you are not happy about.

This can be anything at JP Plan Management.

Like a person, or a service

What is feedback?

Feedback is sharing your ideas and feelings about anything at JP Plan Management.

Feedback can be about good or bad things or making something better.

We acknowledge that the supports we provide may not always meet people’s expectations and/or mistakes do happen.

We value when people let us know when this occurs as it enables us to improve on our support and system.

How to provide a complaint or feedback:

You can Email, telephone or text your complaint or feedback any of the following ways:

Via our Website – using our contact us form.

Email: jpplanmanagement@outlook.com

Telephone: 0401 034 538

You can also make a complaint with the NDIS & NDIS Q&S Commission:

You can do this first or you can do this at anytime:

Phoning: 1800 035 544 (free call from landlines) or TTY 133 677.

Interpreters can be arranged Or you can make a complaint on the NDIS website:

Feedback and complaints form | NDIS

Or the NDIS Q&S Commission website:

Complaints about a provider or worker | NDIS Quality and Safeguards Commission

Our Process for receiving feedback or a complaint:

The manager will endeavour to contact you at the earliest possible time or within 24 hours of receiving your feedback or complaint to begin the process to assist you and resolve any issue that may have arisen.

You will be listened to, your feedback will be acknowledged and at all times you will be treated with respect.

Your feedback or complaint will be recorded and kept in our feedback and complaints register with how it was resolved.

Along the way we will keep you informed of the progress, response and action taken.

If at any time you require assistance with your feedback or complaint or we have not been able to resolve or assist

You may contact the following people at anytime:

An interpreter or your Support Coordinator if you have one.

A disability advocate – Contact Us – Disability Advocacy Resource Unit (DARU)

or NDIS Q&S Commission: 1800 035 544 or NDIS: 1800 800 110 or feedback@ndis.gov.au