Speak to one of the team today on 1300 WINDERMERE or 1300 946 337 or enquire below.
Windermere are always interested in hearing from you in relation to your experience with us and things we can do to improve your service.
You can provide your feedback to us here.
We love getting feedback and we take all of your feedback very seriously. We have detailed below the complaint process, how we respond to your feedback and how we manage any specific incidents.
You can make your complaint to us, or you can also contact the NDIS commission directly.
You can lodge your complaint with us here or phone us on 1300 946 337.
For complaints about NDIS funded supports and services
NDIS Quality and Safeguards Commission
1800 035 544
contactcentre@ndiscommission.gov.au
For complaints around your NDIS plan, plan reviews and process
NDIA Feedback and Complaints
1800 800 110
feedback@ndis.gov.au
For more information you can also visit NDIS Quality and Safeguards Commission.
If you wish to make a complaint about your experience or anything related to your service, you can either make a complaint yourself or someone else can do this for you. If you need an interpreter to help with making a complaint, we can arrange this for you.
We will acknowledge your complaint within 24 hours or the next business day if the complaint is received out of hours.
Your complaint will be forwarded to the appropriate Windermere person for follow up. This may result in an investigation.
We will listen to you and work with you to resolve your concern as promptly as possible.
You will be advised of your right to complain to the NDIS Commissioner.
If your complaint involves allegations of harm, we may be required to report to the NDIS Commission.
If your looking for a disbaility advocate, you can find one via the Australian government website here.
Windermere has a system for managing NDIS related incidents. This involves responding to immediate needs and risks to contain the situation. You will be involved in this process if appropriate.
We will support and assist you through and post the incident. This may involve linking you with specialist support and an advocate if required.
The details of all incidents and near misses are recorded and reported to management. We log this information on a Risk Register (de-identified to protect your privacy) to inform quality improvement. This helps us to track risks and plan better and safer ways of working with you.
If the incident or allegation is serious or involves the use of an unauthorised restrictive practice (changing behaviour through medication, restraint or seclusion), we must report this to the NDIS Commissioner.
Incidents are examined, reviewed and may be investigated. We track and record actions taken and make sure you are kept informed on progress and outcomes.
You can provide feedback to us online, or speak to someone about our incident management process by phoning 1300 946 337.
Know what to ask for in your NDIS plan so you can get the best possible NDIS services and support. Find out how you can prepare and what questions to ask.
Read more
We know there are lots of people who have questions about the NDIS planning process. Here are some of the things you should know before you go to your initial NDIS planning meeting.
Read more
Our specialist Early Childhood Early Intervention (ECEI) Key Worker team support young children, aged 0-6 years of age, who have a disability or developmental delay to reach their full potential. Utilising the Key Worker model, we provide a range of therapy and supports which will best assist your child’s wellbeing and development.
Read more
Under NDIS Plan Management, your Plan Manager will help take the stress out of managing your finances and the day to day administration of your NDIS plan. Your NDIS Plan Manager provides you with support and security and is also known as a Financial Intermediary.
Read more
48 Webb Street
Boonwurrung Country
Narre Warren, VIC 3805
Phone: 1300 946 337
Fax: (03) 9796 7650
Email: info@windermere.org.au
Windermere is committed to equity, inclusion and belonging for consumers and employees, by building diverse and inclusive services and work environments, where all peoples from Aboriginal & Torres Strait Islander, Culturally & Linguistically Diverse, LGBTIQ+ Communities and those living with disability will know and feel accepted, affirmed, safe and celebrated. Windermere is delivering this through the continued development and implementation of our Welcoming and Inclusion Strategy 2021-2024.
© Copyright 2024 by Windermere Child and Family Services.
Donate
1300 946 337