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Your feedback is important to us!
Speaking up when something isn’t right is very important to ensure that you get the best service you deserve.
We take all feedback seriously whether it is a compliment, suggestion or a complaint.
You can make a complaint to us by;
* Completing our Complaints and Feedback Form below
* Speaking directly with your Entrust Support Services staff member
* Emailing us on [email protected] or
* Phoning us on 1300 ENTRUST – 1300 36 87 87
* Writing to Level 1, Suite 109, 1510 Pascoe Vale Rd, Coolaroo
You are also welcome to visit us at our office but please call before so that a staff member will be present
Entrust Support Services will formally acknowledge complaints within 2 working days. All complaints will be responded to as quickly as possible, and within 28 working days from acknowledgement. If a complaint cannot be responded to in full within 28 days of acknowledgement, the complainant will be provided with an update, including when a full response can be expected.
Participants or representatives can also contact the following organisations if they are not happy with how Entrust Support Services has processed their complaint/feedback.
NDIS Commission
Phone: 1800 035 544
Online: https://www.ndiscommission.gov.au/about/making-complaint
Australian Human Rights Commission
Phone: 1300 656 419 (National Information Service).
Email: [email protected]
Online: www.humanrights.gov.au/complaints/make-complaint
Australian Competition Consumer Commission
Phone: 1300 302 502
Online: https://accc.gov.au
Commonwealth Ombudsman
(for complaints about the NDIA)
Phone: 1300 362 072
Online: https://www.ombudsman.gov.au
Entrust Support Services can also support participants/representatives contact an advocate (if they wish to do so) to support them through the feedback and complaints process.
VALID (Vic. Advocacy League For Individuals with Disability Inc.)
Phone: 03 9416 4003 Freecall 1800 655 570
Email: [email protected]
Online: www.valid.org.au
