ServicesDisabiltyDisability complaints and feedback

Disability complaints and feedback

Key Assets values your feedback

We want to hear from you.

Key Assets knows that feedback, including complaints, suggestions and compliments, are crucial to ensuring we give you effective and high-quality services, and that we are continually improving and learning.  We warmly welcome your feedback so please tell us what you think of the services we provide and your experience of them, especially if you are not happy with them.

We recognise and respect your right to raise complaints and have your views heard and acted on.  Key Assets will pay close attention to what you tell us and work with you and your supporters in a fair and open way.  We will take your complaints seriously and will give you any assistance you need to explain your experiences and opinions. 

How do I give feedback or make a complaint?

  • You may be able to talk directly to the person you are unhappy about or to speak to another Key Assets staff member you know to see if you can sort things out by talking it through.
  • If you do not want to do this, or if it does not resolve the matter in the way you are happy with, we strongly encourage you to take the action described below and in our complaints brochure.
  • Feedback and complaints are accepted verbally, in writing, by email, or in any other way that you find easiest.  How the feedback or complaint is received will in no way influence the priority or quality of our response. You can provide your feedback or complaint by completing the form below, by phoning us directly on 1800 932 273 or email us directly at complaints@keyassets.org.au.

Can I get help to give feedback or make a complaint?

Yes. We can help by completing the form with you, either over the phone or by coming to see you. If you prefer a family member, a carer, or someone else to speak for you then that is fine.  You can always have a support person you know and trust with you at any time you speak with us about your concerns.

Please phone 1800 932 273 if you want more explanation or information about Key Assets feedback and complaints process.

Can my feedback or complaint be anonymous?

Yes certainly.  But this may be difficult to investigate if we need to gather further information. 

You can tell the NDIS about your complaint

All people with a disability have the right to complain to NDIS Quality and Safeguards Commission about the services they receive.  You can do this instead of, or as well as making your complaint to Key Assets.

Follow this link for all the information you need to make your complaint to the NDIS  https://www.ndiscommission.gov.au/about/complaints

Key Assets respectfully acknowledges the traditional custodians of this land

Key Assets is a non-government, not for profit children, non-religious, children, family and community services agency. Our purpose is to achieve positive and lasting outcomes for children, families, and communities.

Call to speak to our team

Mon-Fri 9am-5pm