Customer feedback
We welcome your feedback, good or bad,
as it provides us with a valuable opportunity
to improve our services.
All feedback is taken seriously and is
managed in line with our Feedback and
Complaints Policy.
Feedback and complaints
If there is an issue with the clinician or service provided by the clinician, we encourage (if appropriate) to discuss this with the clinician directly.
Alternatively, there are several ways to lodge a complaint:
How we deal with complaints
When we are aware of a complaint, we will always attempt to resolve the matter immediately.
If you have sent us your contact details via email or online forms, we may contact you for more information about your complaint and attempt to resolve the issue.
We can also accept your complaint via a pseudonym and we’ll investigate to the extent we are able to. In this case, we won’t be able to respond to you personally.
If we cannot immediately provide a resolution, we will formally acknowledge your complaint within 2 business days and will escalate the matter to the appropriate manager for further investigation and response.
Where a complaint meets the definition of a critical or notifiable incident under relevant State or Territory Disability legislation, Assure will meet the relevant mandated incident reporting requirements.
If we can’t resolve your complaint within Assure, we will explain why and let you know your other options.
Feedback and complaints
Assure actively encourages feedback and takes complaints and negative experiences very seriously.
We welcome the opportunity to investigate service delivery that does not meet standards and expectations, and where possible provide remedial action to resolve and mitigate future occurrences.
Assure’s complaint review process is a robust investigative process in line with the principal’s of procedural fairness and natural justice which involves identification of the individual client(s) impacted in order to conduct a review.
In completing the below consent form, I understand, acknowledge and provide informed consent that my name and identifying information may be disclosed to relevant parties in order to complete the investigative process.
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