Compliments, Complaints & Feedback Form
How we Handle your Complaint
We Value Your Feedback
At Westhaven, we continuously strive to improve our services. Your feedback is important to us, and we take all complaints seriously. This process outlines how we handle your concerns.
Our dedicated Corporate Governance Team will review your complaint and may contact you if further clarification is needed. The team will then conduct an initial assessment to determine:
- Severity of the Issue
- Category of the Feedback/Complaint
- Department Responsible for Addressing the feedback
- Resolution Timeframe
Depending on the complexity of your feedback/complaint, resolving it may take between 4 and 12 weeks. We will keep you informed throughout the process.
We will contact you if we require more information and send you a formal response outlining the outcome of the investigation.
Dissatisfied with the Outcome?
If you are not satisfied with the response, you have the right to request an external agency to review your complaint. We will support you in this process.
Additional Avenues of Support
If you feel that your complaint was not handled to your satisfaction, you can also chat with someone external to Westhaven. We do encourage the community to submit any complaints directly to Westhaven, to begin with, as we would love the opportunity to handle the complaint.
NDIS Quality & Safeguards Commission
Phone: 1800 035 544
NSW Ombudsman
Phone: 1800 451 524
How to give Feedback:
- By the Online Form on this page.
- In-Person at one of our office locations.
- By Phone 1800 CHOICE (246 423)
- By Email choice@westhaven.org.au
Who can give feedback?
- Clients
- Family and friends
- Carers and guardians
- Staff
- Community members
Your feedback helps us
- Get the help and support you need
- Change things that make you unhappy
- Help other people who are unhappy
- Help us thank staff who do a good job
- Help us make our services better
Rewarding Disability
Sector Careers
Competitive pay and benefits with flexible hours.
