Please tell us your views about services provided by New Lake Peer Support Limited. Your comments can help us to improve our services and plan for the future.
Help us get it right
Compliments
If you are happy with any part of the service you receive, please let us know. We are always pleased to hear about services working well.
Comments and Concerns
We would like to hear from you if you have a comment or suggestions on how we can improve our service, or if you would just like to talk to someone about your concerns. You can contact us by telephone, email or write to us or tell a member of staff.
How to complain
If you are unhappy about a service we provide, a decision we have made, a policy or procedure or the support we have arranged for you, please tell us and we will try to sort out the problem.
Making a complaint will not affect your right to receive our services. You will be treated with respect and without retribution.
We will treat your complaint in a way that protects your privacy, and we will respect confidentiality.
You can ask an advocate or someone to act on your behalf to help you make a complaint. There are several advocacy services that provide this kind of help like, Disability Advocacy NSW Inc., you can contact them on 1300 365 085.
Complaints can be made in several ways, in a letter, email, suggestion box, over the phone or in person. We will help you if you need assistance in making a complaint. For example, we can organise an interpreter if you need one.
We aim to resolve complaints as quickly and informally as possible. You can make a complaint to any staff member.
If you do not feel able to do this, are not sure who to speak to or you are unhappy with the response from the staff member you can contact the General Manager by telephoning (02) 4963 6420 or via email: info@newlake.com.au or in writing to:
The General Manager
New Lake Peer Support Ltd.
PO Box 3295
Merewether NSW 2291
What will happen when I make a complaint?
When you contact us, we will need to know what has happened and what you think should be done to put things right. We will contact you about the best way to deal with your complaint and how quickly we will be able to reply to you.
If the complaint is simple, then it may be resolved immediately. If our staff need to make further enquiries, it may take a few weeks to resolve. In most cases, it will be your service Co-ordinator who will deal with your complaint.
Where the complaint is about a more difficult matter it may take longer to resolve.
Once your complaint is resolved as far as possible, you will be informed of the outcome in writing.
Sometimes it may not be possible for a complaint to be resolved completely. If this is the case, staff will work with you to look at other options to address your concerns. Staff may follow up with you afterwards to check that the outcome of the complaint handling process is meeting your needs.
What if I am unhappy with the outcome?
If you are not satisfied with the response, you have received from us you can contact us again to see if there is any other way of resolving your complaint. You can do this in a letter, email, over the phone or in person. Members of the Management Board may undertake the review.
The Management Board may gather additional information to review the decision. This may or may not lead to changes to the original decision. After you have asked us to review your complaint, and you are still not satisfied with the final decision or the way we have dealt with your complaint you can contact outside agencies that may be able to help. These include:
NDIS Quality and Safeguards Commission (NDIS Commission)
Phone: 1800 035 544 (free call from landlines) or TTY 133677
Interpreters can be arranged.
Website: www.ndiscommission.nsw.gov.au/about/complaints
Disability Advocacy NSW
Newcastle Phone and TTY: 1300 365 085 or (02) 4927 0111
Email: newcastle@da.org.au