Ability Health Solutions encourages feedback or complaints – we value your feedback both when we have done well, or if we have not performed as expected, or if there is an issue.

All feedback and complaints are used by Ability Health Solutions to evaluate our services, make changes to improve our services, and ensure everyone is safe and satisfied.

A complaint is a way of telling us you are not happy with the staff &/or service you have received.  Examples may include:

  • How you were treated
  • Not getting the service or support you wanted or expected

You can make the complaint directly yourself, or you can ask someone to complain for you.  For example, someone you trust (friend, family), an advocate, representative (i.e. support coordinator), guardian.

We will contact you to discuss and understand the problem. We will then try and resolve the problem with you fairly and as quickly as possible, including treating you with respect.  We will maintain the appropriate privacy and confidentiality throughout.

When a complaint is made we will record all of the information.  Including what the outcome and agreement was to resolving the complaint.

Feedback or complaints can be made in many ways:

  • Talk with your therapist
  • Call Ability Health Solutions – 9569 9941
  • Email – admin@abilityhs.au
  • Fill in a Ability Health Solutions complaint form – CLICK Link, or you can request we send you a copy.

For very serious complaints or urgent matters you may want to make your complaint directly to Ability Health Solutions Director, Stephen Jones.  You can contact him on:

NDIS Participants can also complain directly to the NDIS Quality and Safeguards Commission (an independent Commonwealth agency).

Any client can alternatively complain to the Health Complaints Commissioner – https://hcc.vic.gov.au/public/about-complaints.

Ability Health Solutions ‘Complaint Form’
NDIS Brochure – How to Make a complaint
Ability Health Solutions – ‘Complaints and Feedback Policy’