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Feedback

We welcome and respect all types of feedback. Your feedback is important and helps us to improve our service and can be anonymous if you prefer.

Compliments:

You can let us know when our service is meeting or going beyond your expectations. Let us know if you have appreciated the service. It helps to know when we are getting it right.

General Feedback:

You can tell us your ideas on how we might improve our service or how we might do things better.

Complaints:

It’s important for us to know if you are not happy about an experience with Mansfield Autism. We encourage you to let us know of your concerns or issues. Mansfield Autism is committed to working with you to bring about resolution of complaints in a timely and effective way.

Please use this form to provide your feedback.

Alternatively you can download one of the forms at the  bottom of this page or call us on 03 5775 2876 during business hours.

    Client Satisfaction Survey

    You can complete our online Client Satisfaction survey for MAP, Therapeutic Placement and Local Programs – Outreach and Respite services by clicking this button:

    Your Rights

    • If you are not satisfied with any of our services we offer, you have the right to complain.
    • You have the right to privacy, confidentiality and dignity.
    • You have the right to safety and to be safe when receiving services.
    • The right to not be adversely affected by making a complaint
    • You have the right to an advocate and support.

    Our Responsibilities

    • Ensure that your complaint is responded to and acted upon in a timely manner.
    • To respect your privacy and confidentiality throughout the process.
    • To keep you informed of the progress and any actions taken.
    • Listen and respond appropriately

    Who can give feedback?

    Anyone can give us feedback on our services. This includes NDIS and non NDIS participants, other people with a disability, friends, families, carers, advocates, workers, agencies etc.

    What can you make a complaint about?

    Unprofessional behaviour, poor advice, unsatisfactory service, misuse of information.

    Need assistance?

    Call us via the National Relay Service: 133 677 Call us via Translating and Interpreting Service (TIS): 13 14 50

    Advocacy Services; contact VALID www.valid.org.au or RIAC www.riac.org.au

    MASS can also arrange for an interpreter to help you with your feedback.

    Not satisfied with our response or would like to talk to an external agency?

    If you are unhappy with the outcome of your complaint or you are more comfortable contacting an external agency, you can contact:

    Quality and Safeguarding 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 at www.ndiscommission.gov.au

    Equal Opportunity and Human Rights Commission on 1300 891 848

    Disability Services Commissioner – For complaints about disability service providers in Victoria that are funded by DHHS www.odsc.vic.gov.au

    Office of the Victorian Information Commissioner – For complaints regarding privacy breaches or access to information www.cpdp.vic.gov.au

    Statistical information regarding complaints is used to improve the organisation’s services, and to help us better understand community needs and respond more positively to complaints or  suggestions. The use of this information for these purposes is carefully controlled to ensure that it is done in accordance with the Information Privacy Act and the Health Records Act.

    Download Brochures and Forms 

     

    Feedback forms available for download through these links can either be filled in and emailed to us or printed, completed and scanned to email to us at feedback@autismmansfield.org.au or printed forms can be mailed to us in the post to Mansfield Autism Statewide Services PO Box 715 Mansfield VIC 3724