What to do if you have concern or complaint about our service

As a first step we ask you to contact the Clinician who is providing the service. We want to be able to respond to feedback as quickly as possible, and the most efficient way to do this is to approach the clinician working with you directly.

If you are not happy with the outcome of the concern or complaint raised with the clinician, or you do not feel able to raise this concern/complaint directly with the clinician you can lodge a complaint by:

We would ask you to be as specific as possible about the issue of concern and what outcome you would like to see in your information to us. We also ask that you provide your best contact details so as to facilitate our contact with regarding the matter. You are welcome to access support from someone to support you to make complaint. Lojic staff are happy to support you or to assist you by accessing other support to make a complaint including Advocacy agencies.

Complaint Response and Outcomes

Once we have received a Complaint we will make initial contact with you within 2 working days, via your preferred mode of contact. We will attempt to resolve the matter as quickly as possible.

At the conclusion of our processes we will provide, in writing, information relating to the outcome of your complaint. We will attempt to resolve the situation, in consultation with you.

However, if you are still dissatisfied with the outcome of this process, please contact the General Manager of Lojic Institute, at lojic-enquirires@csgroup.org.au highlighting “For the attention of the General Manager” in the email title or contacting our Central Phone Number – 04470 LOJIC (0447 056 542) and asking to speak to the General Manager.

Should you continue to be dissatisfied with the response from Lojic Institute, or have a strong preference to raise the matter externally, you may contact the NDIS Commission or New South Wales Ombudsman.

If you are in New South Wales or South Australia

a complaint can be made to the NDIS Commission by:

  • Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
  • National Relay Service and ask for 1800 035 544.
  • Completing a complaint contact form.

The NDIS Commission can take complaints about:

  • services or supports that were not provided in a safe and respectful way
  • services and supports that were not delivered to an appropriate standard

If you are in another state or territory,

existing arrangements for making complaints remain in place, until:

  • 1 July 2019 for the Australian Capital Territory, Northern Territory, Queensland, Tasmania, and Victoria
  • 1 July 2020 for Western Australia.

Ombudsman NSW

Web: www.ombo.nsw.gov.au

Email: nswombo@ombo.nsw.gov.au

Phone: (02) 9286 1000

Toll free: 1800 451 524 (outside Sydney metro)