Lancaster Consulting is an independent organisation working with people who have a disability, mental health condition or other complex presentation to help them achieve a better quality of life.
Complaints are welcomed and we are grateful for any feedback. It gives us an opportunity to improve our service delivery. All complaints will be responded to with respect and in confidence. If you prefer to remain anonymous you do not have to give us your name when making the complaint.
No one will be adversely affected as a result of making a complaint or a complaint being made on their behalf.
We are committed to providing quality services. This means we: stick to our values; are open to complaints; are honest; explain any changes; keep to agreements where possible; review our services regularly; and we seek input from people on how we can do better.
We acknowledge that the supports we provide may not always meet people’s expectations and/or that mistakes do happen but we value people letting us know when this occurs so we can improve our service to you.
You can make a complaint in a few different ways depending on what is more comfortable. You can speak directly with the Lancaster Consulting staff member who provides support.
You could contact the Directors Cat or Adam, on (03) 8652 1674 or cat@lancasterconsulting.org or adam@lancasterconsulting.org
Whomever you speak with will ask you if you want to make a complaint. If you do want it recorded as a complaint then we enter it in our complaints system. If you don’t want to record a complaint the conversation will be recorded in the same manner as your other conversations with Lancaster Consulting.
If you would like support or an advocate to help you make a complaint you could speak with Stephenie on (03) 8652 1674, to arrange this assistance, or check out the Disability Advocacy Resource Unit for details of individual advocacy services.
If you’ve tried to make a complaint and we haven’t been able to work it out to your satisfaction, the team at the NDIS Commissioner are available to work with you. You can contact them at any time during the process. They can be contacted on 1800 035 544 or Complete the complaint form at https://www.ndiscommission.gov.au/about/complaints.
There is a brochure with information about the NDIS Commissioner complaints process in your welcome pack.
After receiving a complaint, either Cat or Adam will be in contact within 3 working days to talk with you about the nature of the complaint and the resolution you are seeking to your complaint. They will then investigate the situation and get back to you within 2 more weeks with a response. Also, with details of the service improvement that resulted from your issue. They will call and let you know if they are unable to respond in the 2 weeks.
Finally, we will follow-up with your thoughts and feedback on how the complaint and process was handled.
Information about your complaint is recorded so we can keep track of mistakes or problems with our services, in order to make changes to, and improve how we operate. We are required to report general de-identified information to our funders or other government bodies, including the Office of the Disability Commissioner (see attached brochure). They collect this information in order to identify similar complaints made to organisations, and make improvements to all disability services.
We reiterate that we welcome your complaint and the opportunity to improve our service to you, to our other clients and, by our de-identified reporting, to others using disability services.
