Giving Feedback

Hannah’s House welcomes your feedback as it is important for us to know what we are doing well and what you would like us to improve. Families, friends, advocates, staff or others in the community are welcome to provide feedback or lodge a complaint.

We take all complaints and feedback seriously and aim to deal with your feedback promptly and fairly, providing you with a response in a timely manner.

How to provide feedback

There are several ways you can provide feedback to Hannah’s House (outside from any formal evaluation or satisfaction surveys we may seek from you if you are receiving services):

Making a Complaint

Hannah’s House is committed to ensuring that all our clients and their families/carers are free to lodge grievances, to have them dealt with promptly, fairly and without fear of adverse consequences, and to have those grievances resolved if possible.

All complaints will be dealt with in ways which respect your privacy and in accordance with our ‘Feedback and Complaints Resolution’, ‘Privacy and Confidentiality’ Policies. Copies of these policies can be made available on request.

You can express or lodge a complaint or concern using the ‘How to Provide Feedback’ methods described above.

If you are not happy with the provision of supports or a resolution provided by the Clinical Team and wish to make a further complaint, you may contact the Director of Clinical Services on 08 6319 2850.

If you are not happy with the resolution provided by the Director of Clinical Services and wish to seek further clarification, please direct your concerns to ceo@hannahshouse.org.au and your concerns will be directed to the Hannah’s House Clinical Governance Committee.

If you are not satisfied by the outcome, you can ask for the complaint to be lodged formally with the Chair of the Board and seek an appointment to discuss your concerns.

If we cannot resolve the complaint to your satisfaction, you can contact an independent agency including the NDIS Commission and Health and Disability Complaints Office who will offer further support to resolve your complaint.

 

Child Safety Concerns

At Hannah’s House, we believe in fostering a safe and supportive environment where concerns can be raised without fear. Open communication and feedback help us strengthen our child safeguarding practices and continuously improve our services.

We encourage families, staff, and community members to share their feedback or report concerns confidentially through our Child Safety & Wellbeing Report Form. For more information on reporting child safety concerns, please see here. 

Feedback Form

The following organisations can help you provide feedback and advocate on your behalf:

Carer’s WA
1300 227 377
www.carerswa.asn.au

Office of the Public Advocate (OPA)
1300 858 455
www.publicadvocate.wa.gov.au

Sussex Street Community Law Service Inc.
(08) 6253 9500
www.sscls.asn.au

 

Citizen Advocacy Perth West Inc.
08 9445 9991
www.capw.org.au

People with disabilities WA (PWdWA)
Perth 08 6243 6948
Regional 1800 193 331
www.pwdwa.org

Your Say at UnitingCare West
1300 663 298
www.unitingwa.org.au

If you are unsatisfied with the outcome of your feedback, you can contact the following:

NDIS Quality and Safeguards Commission
1800 035 544
https://www.ndiscommission.gov.au/
Translating and Interpreting Service: 131 450
www.ndiscommission.gov.au/languages/language-interpreting-services
www.ndiscommission.gov.au/about/complaints

Department of Communities
08 6217 6888
Freecall: 1800 176 888
www.wa.gov.au/organisation/department-of-communities

Complaints Resolution and Referral Service
1800 880 052

Abuse and Neglect Hotline
1800 880 052
www.dss.gov.au/news/abuse-and-neglect-hotline-available-people-disability-and-supporters
(Disability Employment Service Complaint Hotline)