Complaints Guidelines

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What is a complaint?

A complaint is when you have a problem with the services and/or supports you are getting, and you want it fixed.

How do I make a complaint to Baida Care?

You can make a complaint in the best way that works for you, for example

• Talk to a team member you feel comfortable with, or anyone at Baida Care

• Call the Baida Care office on (03) 9015 9767

• Email Baida Care at [email protected]

• Make an anonymous complaint by filling in the “Get in touch” form on our website http://www.baidacare.com.au/contact

When you make a complaint we will

• Listen to you to understand what you are not happy about

• Give you information about why something has happened

• Make every effort to help you in the best way possible

• Make sure nothing bad happens because you made a complaint

You can get help to make a complaint by

• Asking someone to act as your advocate – advocates can be a family member, friend or a trained advocate. More information can be found here https://disabilityadvocacyfinder.dss.gov.au/disability/ndap/

• Using an interpreter by calling Translating & Interpreting Service on 131 450 (24 hours 7 days a week)

How Baida Care handles your complaint

• Your complaint will be private and confidential- this means we will keep your details safe.

• You can withdraw your complaint at any time.

• We will contact you within 3 working days of receipt of the complaint to discuss