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Feedback & Complaints
At Aurora Early Intervention and Behavioural Services we welcome feedback and regard this as a primary method for identifying areas of strengths and weaknesses in our service delivery model that is leveraged to support our continuous service improvement framework. We also support the standards outlined by the NSW Disability Standards that stipulates that all participants, families, advocates or carers have the opportunity to make a complaint and provide feedback.
Aurora Early Intervention and Behavioural Services has implemented the Aurora Early Intervention and Behavioural Services Feedback, Complaints Policy and Procedure. All stakeholders can freely make a complaint without any recrimination. Aurora Early Intervention and Behavioural Services employees are aware of the supporting policy and procedures and will ensure it is always adhered to.
The procedure to lodge a complaint or provide feedback will be discussed during the Initial Meeting and ongoing service reviews. Early resolution of a concern or complaint will always be attempted in a collaborative approach reducing the risk of the situation escalating.
Feedback & Complaints can be launched in the following ways
In writing, via email: maryam@auroraearlyintervention.com.au or contact: 0416 790 508 and speak directly to Aurora Early Intervention and Behavioural Services’ Director – all employees are able to receive your feedback.
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Speak directly to your Aurora Early Intervention and Behavioural Services Support Coordinator, either face-to-face or over the phone
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Aurora Early Intervention and Behavioural Services Director on Phone arrangements can be made to meet and discuss
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the concern or lodge the complaint face to face as well.
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Complete the Aurora Early Intervention and Behavioural Services Complaints and Feedback Form provided in the Participant Handbook.
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Complaints and feedback help us to know your experience with our service.
We will always try to resolve complaints quickly and efficiently. If the complaint has not been resolved quickly at the source, Aurora Early Intervention and Behavioural Services’ Director will contact you with an initial response and let you know how we will manage the complaint.
You are able to appeal if you are not happy with how we have managed your complaint or the outcome.