Feedback and Complaints

At VisAbility, we are proud of our service to clients and customers. We welcome all feedback including compliments, complaints or suggestions as they help us provide the best service we can offer.

  • Feedback Telephone Line
  • Online
  • Suggestion Forms
  • My Care, My Choice
  • Complaints Process.

Feedback Telephone Line

We have a dedicated telephone number for our clients to use for service-related comments. A recorded message may be left at any time, anonymously if preferred.

Feedback Line: (08) 9311 8219

Online

To submit your feedback online, please complete the form at the bottom of this page.

Alternatively, you can email feedback@visability.com.au with the relevant information.

Suggestion Forms

Clients and visitors may submit feedback about our services by using a suggestion form. The forms, in large print, audio and Braille formats, are available from our offices in Victoria Park, Hobart and Launceston, or by post on request. Completed forms may be:

  • Handed to a staff member
  • Placed in the box provided at our Victoria Park, Hobart and Launceston offices
  • Emailed to info@visability.com.au
  • Posted to VisAbility at PO Box 101 Victoria Park WA 6979.

If you have a complaint

As someone who interacts with our organisation (an external stakeholder), there might be an occasion when you want to express a complaint about us without fear of any unfavourable consequences. We understand this and have developed a process to make it possible because we welcome any opportunity to improve our services.

How to let us know

You can let us know how you are feeling via:

  • speaking to a person face-to-face
  • telephone – either on the main switchboard number (9311 8202) or the feedback/comment telephone line (9311 8219)
  • in print, Braille, audio or electronic format (including our online contact form) or via our generic email address: info@visability.com.au

You may involve another person as an advocate at any stage of our complaints process.

Behaviour of all parties

Your complaint will be received with a positive attitude and treated promptly and fairly. When engaged in our complaints process, VisAbility expects its staff, volunteers and stakeholders to respect each other’s dignity; be fair and courteous to each other; keep all matters confidential and give high priority to resolving the complaint.

VisAbility will not respond to complaints made by any person whose conduct during the process is unreasonable.

Our response

If your complaint is not quickly resolved, it will be passed onto a manager or executive staff member.

This person:

  • will let you know, within two working days, that your complaint has been received; and
  • will tell you how long we expect it will take us to resolve your complaint; and
  • may contact you further if more details or discussion are required; and
  • will contact you every ten working days at least to inform you of the progress of your complaint until it is finalised.

If you do not find this response satisfactory, please let us know. Should you wish to refer the matter to an external organisation, contact details are below.

Health and Disability Services Complaints office

  • Complaints and enquiries line: (08) 6551 7600
  • Country Free Call: 1800 813 583
  • TTY: (08) 6551 7640

If for whatever reason you prefer not to, or do not achieve your desired outcome following having raised your complaint, we encourage you to access support from the following organisations.

Children:

  • Your child’s Early Childhood Early Intervention Partner or Local Area Coordinator.
  • The Association for Children with Disability Tas on 03 6231 2466 or by email admin@acdtas.com.au.
  • Developmental Disability WA on 08 9420 7203 or by email ddwa@ddwa.org.au.

People over 65 years of age or in My Aged Care:

  • Blind Citizens Australia on 1800 033 660 or by email bca@bca.org.au.
  • The Older Persons Advocacy Network (OPAN) by phone on 1800 237 981.
  • The Aged Care Quality and Safety Commission by phone on 1800 951 822 or email info@agedcarequality.gov.au.

People under 65 years of age or in the NDIS:

  • Your Local Area Coordinator or Coordinator of Supports.
  • Blind Citizens Australia on 1800 033 660 or by email bca@bca.org.au.
  • The National Disability Insurance Agency by calling 1800 800 110, visiting one of its offices, or visiting ndis.gov.au for further information.
  • The NDIS Quality and Safeguards Commission by phone on 1800 035 544 or by completing the online complaints form at ndiscommission.gov.au.

For more information please read our External Stakeholder Complaint Management Policy [doc, 37kb]. You can also download an abbreviated version of the External Stakeholder Complaint Management Policy (Abbreviated) [doc, 30kb].

Consumer Feedback Form

Feedback Form

Please note fields marked with an asterisk (*) are required
What type of feedback are you providing?*
Are you providing feedback on behalf of another person?*
Would you like your feedback to be anonymous?
Whilst we accept anonymous feedback it cannot be considered without adequate details. Any investigation in response to anonymous feedback will not normally be conducted unless the matter raised is of a serious nature and sufficient information is provided.

Details of Your Feedback

Please provide more information: keep it simple and stick to the facts. Be as specific as possible about dates, names and other important details. Include details of any letters you have sent or received from us, and the content of any relevant phone calls or face-to-face discussions with our staff.

We need enough information to understand the circumstances of your feedback so we can respond appropriately. When outlining your feedback, please include:

  • What happened?
  • When did the events take place (date and time)?
  • Who was involved?
  • Have you already taken action regarding your feedback and if so, what happened?
  • Do you have supporting documents or files you wish to upload?
    Maximum upload size: 5MB

    Your Contact Details

    Address*
    Address
    Address line 1
    Address line 2
    Suburb / Town
    State
    Postcode
    Preferred contact method*
    Is an interpreter required?
    Would you like to receive occasional VisAbility news and updates via email?