Giving feedback

You can tell us anything at any time — what's working, what isn't, an idea for doing something better, or feedback about a specific visit.

• Talk to your physiotherapist during a visit

• Phone 0477 252 899

• Email admin@coastalcommunityphysio.com.au

Making a complaint

You can make a complaint the same way — by phone, email, in writing, or by telling your physiotherapist directly during a visit.

You don't need to use the word "complaint", fill in a form, or explain yourself formally. Just tell us what happened and what you'd like us to do about it.

Someone else can complain for you. A family member, carer, friend, guardian, attorney, nominee, support worker, support coordinator, care partner or advocate can raise a concern on your behalf, with your agreement.

You can complain anonymously. We will still record it, look into it, and use it to improve. Please be aware that if we don't know who you are, we can't ask you follow-up questions or tell you the outcome.

If your services are arranged through another provider or agency, you can raise your concern with them as well as with us. You don't have to choose.

What happens next

1. We acknowledge it within 2 business days, and tell you who is handling it.

2. We listen. We'll contact you to make sure we understand what happened and what outcome you're looking for. If you'd prefer to deal with someone other than the physiotherapist involved, tell us.

3. We look into it — gathering the facts, reviewing records, and speaking with anyone involved.

4. We respond. We'll tell you what we found, what we're doing about it, and why. You'll get this in writing if you want it.

5. We follow through. Where we've committed to a change, we record it and check it has actually happened.

We aim to resolve complaints within 21 days, and always within 30 days. If it's going to take longer, we'll tell you why and give you a new date.

What you can expect from us

• Raising a concern will never affect the services you receive. You will not be treated differently, and your services will not be reduced or withdrawn because you complained.

• We will be honest with you. If something has gone wrong, we will say so, apologise, explain what happened, and tell you what we're changing.

• We will keep it confidential. We only share the details with people who need to know in order to resolve it, or where the law requires us to report it.

• You can bring a support person or advocate to any conversation about your complaint.

• We will communicate in a way that works for you — plain language, in writing, over the phone, in person, or through an interpreter.

Free, independent help

You don't have to do this on your own. These services are free, confidential and independent of us.

• Older Persons Advocacy Network (OPAN) — aged care advocacy — 1800 700 600

• Disability advocacy — find a free advocate through the Disability Advocacy Finder at askizzy.org.au/disability-advocacy-finder

• Interpreters — TIS National — 131 450, 24 hours a day

• National Relay Service — for people who are deaf or have hearing or speech difficulties — accesshub.gov.au

If you're not satisfied with our response

You can go to an external body at any time. You don't have to come to us first, and you don't need our permission.

• NDIS Quality and Safeguards Commission — for NDIS supports and services — 1800 035 544 — ndiscommission.gov.au

• Aged Care Quality and Safety Commission — for Support at Home services — 1800 951 822 — agedcarequality.gov.au

• Office of the Health Ombudsman (Queensland) — for concerns about a health service or a health practitioner — oho.qld.gov.au

• Office of the Australian Information Commissioner — for privacy concerns — 1300 363 992 — oaic.gov.au

Serious incidents

Some incidents must be reported to a regulator whether or not a complaint is made — for example, reportable incidents under the NDIS or the Serious Incident Response Scheme in aged care. Where that applies, we will tell you what we are reporting and why, unless we are prevented from doing so.