Feedback

Feedback, compliments and complaints can be lodged

• Directly with a staff member, either verbally or by providing a completed Feedback, 
  Compliments and Complaints Form;
• By email to: feedback@russellhealthcare.com.au
• By phone on: 1300 204 643

Your complaint will be formally acknowledged within 2 working days We aim to respond to all complaints and grievances as quickly as possible, and within 28 days from acknowledgement. If a complaint cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected.

All feedback and complaints will be used by Russell Healthcare to continuously improve our service delivery.

Escalating Complaints

If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from Russell Healthcare's Leadership Team, or alternatively through any of the following agencies:

NDIS Quality and Safeguards Commission

• Online: www.ndiscommission.gov.au
• Phone: 1800 035 544

Australian Human Rights Commission

• Phone: 1300 656 419
• Online: humanrights.gov.au

Fair Trading QLD

NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Fair Trading QLD provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL.

Complaints to QLD Fair Trading can be lodged:

• Online: www.qld.gov.au/law/fair-trading
• Phone: 13 74 68