Compliments & Complaints
Telethon Speech & Hearing aims to provide quality customer service. Your compliments or complaints are important to us.
How do I make a complaint?
If you have a complaint, we will deal with it quickly and fairly. We are committed to dealing with complaints in a constructive and serious manner.
We will tell you what is happening with your complaint and will do everything we can to help you. We will use your complaint to review and improve the way in which we provide services.
For families that are from a culturally and linguistically diverse (CALD) background, Telethon Speech & Hearing is able to arrange interpreters to assist with this process. Communicating a complaint to us will not affect your rights to receive a service from Telethon Speech & Hearing.
In the first instance, communicate your complaint with either the person who provided the service or their Manager. If you are unhappy with the outcome, a formal complaint needs to be lodged. This can be done by sending an email to us. We will assist in resolving your complaint as quickly as possible.
How do I make a compliment?
You can make a comment in person, by telephone, in writing or sending an email to us.
- Whistleblower Policy
This Whistleblower Policy outlines a confidential process for reporting concerns about the business or an individual’s behaviour. This can include suspicion of breaches or violations of TSH’s policies and procedures, human rights, safety, environmental, financial reporting, fraud or business integrity issues or any type of corporate or tax misconduct in general. Reports are received by the Disclosure Officer, as outlined in the Policy.
The Health and Disability Services Complaints Office (HaDSCO)
Your complaint can also be made to the Health and Disability Services Complaints Office (HaDSCO).
The Health and Disability Services Complaints Office (HaDSCO) is an independent statutory authority providing an impartial resolution service for complaints relating to health or disability services provided in the State of Western Australia. This service is free and available to all users and providers of health or disability services.
Health and Disability Services Complaints Office Contact Details
A GPO Box B61 Perth WA 6838Complaints and enquiries line
T 08 6551 7600
F 08 6551 7630
Country Free Call
1800 813 583
TTY
08 6551 7640
Email: mail@hadsco.wa.gov.au Independent Advocates
Independent advocates act to protect the rights of a person with a disability. They assist the person with a disability to exercise choice and control and to have a voice. An independent advocate can assist to resolve a complaint with an NDIS provider. Telethon Speech and Hearing promises to work with the independent advocate to resolve any complaints (https://disabilityadvocacyfinder.dss.gov.au/disability/ndap).
The Health and Disability Services Complaints Office (HaDSCO)
Your complaint can also be made to the Health and Disability Services Complaints Office (HaDSCO).
The Health and Disability Services Complaints Office (HaDSCO) is an independent statutory authority providing an impartial resolution service for complaints relating to health or disability services provided in the State of Western Australia. This service is free and available to all users and providers of health or disability services.
Health and Disability Services Complaints Office Contact Details
A GPO Box B61 Perth WA 6838Complaints and enquiries line
T 08 6551 7600
F 08 6551 7630
Country Free Call
1800 813 583
TTY
08 6551 7640
Email: mail@hadsco.wa.gov.auNDIS Quality and Safeguards Commission
You are also able to make your complaint to the NDIS Quality and Safeguards Commission. You are able to make a complaint to the NDIS Commission about any issue connected with NDIS funded supports or services provided by an NDIS provider. A person does not have to raise their complaint with the provider before approaching the NDIS Commission for help.
A complaint can be made to the NDIS Commission by:
phoning 1800 035 544 (free call from landlines) or TTY 133 677 (interpreters can be arranged)
using the National Relay Service and asking for 1800 035 544
completing a complaint contact form to let the NDIS Commission know how best to contact you (https://www.ndiscommission.gov.au).
