Complaints & feedback Policy

Neurodiversity Nutrition welcomes feedback, concerns and complaints.

We recognise that people receiving services have the right to raise concerns about the quality, safety or appropriateness of their services and to be treated respectfully when doing so.

You can contact Neurodiversity Nutrition by:

Email: ndnutrition@outlook.com

Phone: 0485572021

You may ask a parent, carer, support person, advocate or another person you trust to assist you in making a complaint.

If you have communication or accessibility requirements, please let us know and we will make reasonable adjustments to support you to provide feedback or make a complaint.

You can raise concerns about any aspect of our services, including:

• the quality or safety of services;
• communication;
• appointment arrangements;
• privacy;
• fees or billing;
• NDIS-related services;
• professional conduct;
• accessibility;
• the way you have been treated; or
• anything else that concerns you about our services.

We will:

1. listen to your concern and treat it respectfully;
2. acknowledge the complaint where appropriate;
3. seek to understand what happened and what outcome you are seeking;
4. investigate the matter fairly and objectively;
5. take appropriate action to resolve the concern where possible;
6. explain the outcome to you where appropriate; and
7. use feedback to improve our services.

We will aim to resolve complaints as promptly as reasonably possible.

You will not be disadvantaged for providing feedback or making a complaint.

You may choose to have a support person, advocate, family member or other person assist you.

You may also make a complaint directly to an external organisation.

If your concern relates to an NDIS support or service, you can contact the NDIS Quality and Safeguards Commission.

You do not have to complain to Neurodiversity Nutrition first.

Information about making a complaint to the NDIS Quality and Safeguards Commission is available through the NDIS Commission website.

If your concern relates specifically to the handling of your personal or health information, you can raise the matter with us under our Privacy Policy.

If you are not satisfied with how we handle your privacy complaint, you may contact the Office of the Australian Information Commissioner (OAIC).

You may provide feedback anonymously - this could be done under the enquiry box on our website.

Please understand that if we do not know who has made a complaint, our ability to investigate the matter or provide a response may be limited.

We will use appropriate feedback and complaints to identify opportunities to improve the safety, accessibility and quality of our services.

Contact

Neurodiversity Nutrition Pty Ltd as trustee for the Dutkowski Doering Family Trust

Email: ndnutrition@outlook.com

Phone: 0485572021