Everyone has the right to provide feedback. It may be positive, or you may have something you feel upset or uncomfortable about. You might have an idea you’d like to share with us about something we could do or change. Good or bad, feedback is an important part of the way we review and assess ourselves and our services, so we take it very seriously. If you have something to say, we appreciate you taking the time to tell us.

 

The Feedback, Compliments and Complaints form is located here

 

You don’t have to identify yourself

Your feedback can be provided to us anonymously. Of course, if you would like us to make a change relating directly to your particular service or circumstances, it is helpful for us to know who you are, so we can address it as quickly as possible. But the decision is yours.

 

The best ways to provide feedback anonymously are:

  • Send us a letter in the mail, addressed to:

Attention: The Chief Executive Officer

Zero Limits Support Coordination

PO Box W67, West Wollongong, NSW, 2500

  • Call us, and ask to provide feedback anonymously over the phone on (02) 4227 6794 or on 0412 404 640.

 

If you need help to provide feedback

If you need help to provide feedback or make a complaint, you can ask a support person/carer to help you. Or, you can ask us to provide extra help and support to submit your feedback. Your feedback or complaint will be handled respectfully and sensitively. You will not be treated differently for saying what you think and how you feel. If you are a client, you will not be disadvantaged by telling us your thoughts.

 

Why feedback is important for everyone

Telling us your thoughts not only helps us to reflect upon our own organisation, it’s an important way for you to make sure you are getting what you need from us.

Here are some examples:

  • You know someone who has had a bad experience with ZLSC and is upset or unhappy.
  • You want to offer recognition or praise for a member of staff.
  • You want something changed about the way we support you.
  • You have an idea about how we can do things better or differently.

 

What happens once you provide feedback

ZLSC have a formal procedure to ensure that your feedback is heard and responded to within reasonable time frames:

  • Upon receiving a complaint, ZLSC will provide a response within seven days.
  • We will do our best to resolve the issue in 30 days, or tell you why.

(Records will be kept for the purpose of future reviews for service improvements. ZLSC follows provisions set out in Mandatory Reporting Legislation).

 

Who else can help?

If you are not happy with our response to your feedback you can talk to someone else.

 

Family Advocacy 

Phone: (02) 9869 0866 Fax: (02) 9869 0722 Toll free: 1800 620 588 (non-metropolitan NSW callers only) Email: communications@familyadvocacy.com www.family-advocacy.com

 

NSW Police (for violence or threats of violence)

The Police Assistance Line (131444) operates 24hrs a day, 7 days a week

 

Office of the Public Guardian 

Phone (02) 8688 2650 Toll free: 1800 451 510 TTY: 1800 882 889 Email: informationsupport@opg.nsw.gov.au, www.publicguardian.justice.nsw.gov.au

 

Legal Aid NSW

Toll free: 1300 888 529 www.legalaid.nsw.gov.au

 

Anti-Discrimination Board 

complaintsadb@agd.nsw.gov.au Newcastle office Suite 5, Level 5, 400 Hunter Street, Newcastle NSW 2300 PO Box 1077, Newcastle NSW 2300 Phone (02) 4903 5300 Fax (02) 4903 5376 TTY (02) 4903 5389 The Newcastle office is wheelchair accessible. The nearest accessible parking spaces are on Hunter Street

 

Office of the Australian Information Commissioner (for Privacy related concerns)

Phone: 1300 363 992 Email: enquiries@oaic.gov.au Fax: +61 2 9284 9666 Post: GPO Box 5218, Sydney NSW 2001

 

National Disability Insurance Scheme 

Phone: 1800 800 110 www.ndis.gov.au

 

Complaints Resolution & Referral Service 

Phone: 1800 880 052 www.crrs.net.au

 

Department of Ageing, Disability & Home Care

Phone: (02) 9377 6000 (Central Office) TTY: (02) 9377 6167 Email: servicembx@facs.nsw.gov.au www.adhc.nsw.gov.au

 

NSW Ombudsman

Phone: (02) 9286 1000 Toll free: 1800 451 524 TTY: (02) 9624 8050 Email: nswombo@ombo.nsw.gov.au www.ombo.nsw.gov.au

 

Feedback, Compliments and Complaints

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You can speak to :

Zero Limits Support Coordination
Complaints Officer
Craig Claridge
Phone: (02) 4227 6794
Mobile: 0412 440 630
Email: craig@zlsc.com.au

People with Disability (PWD)
pwd@pwd.org.au
(02)93793100
Free call 1800 422 015

Intellectual Disability Rights Service
info@idrs.org.au
(02) 93180144
Free call 1800 666 611 (outside Sydney)

NSW

nswombo@ombo.nsw.gov.au
(02) 9286 1000
Free call 1800 451 524 (outside Sydney)