FEEDBACK AND COMPLAINTS
WE VALUE YOUR THOUGHTS
Feedback and complaints help us improve our services in providing the best specialist disability accommodation communities we can.
KinKera’s Feedback and Complaints Policy is available upon request and is also available in Easy English.
Anyone can provide feedback or make a complaint. Our KinKera team will provide assistance to anyone wishing to provide feedback or make a complaint. We can help to arrange interpreters or advocates at your convenience if needed.
HOW CAN YOU PROVIDE FEEDBACK
Feedback or complaints can be made in a number of ways:
To any KinKera team member
Via email
Give your feedback to feedback@kinkera.com.au
By Phone
Give your feedback by calling 1300 082 353
Anonymous complaints can be made via the form below and by phone. We will consider and address anonymous complaints but are unable to respond to them.
At any time, anyone can make a complaint about KinKera to the NDIS Quality and Safeguards Commission
NDIS Quality and Safeguards Commission
Online: www.ndiscommission.gov.au
Phone: 1800 035 544
HOW DOES KINKERA COMMUNITY MANAGE YOUR FEEDBACK AND COMPLAINTS?
All complaints are kept confidential and only disclosed with consent, as required by law or if a person is at risk
We apply procedural fairness to all complaints
Complaints will not be investigated by anyone who is the subject of the complaint or has a conflict of interest
Participants, their families, and supporters are encouraged to provide feedback and complaints, they should do so without fear of retribution
We will acknowledge complaints once received and will resolve them as soon as practicable. We endeavor to resolve all complaints within 28 days
The complainant will be involved in the resolution of the complaint
Feedback and complaints will be tracked in our Feedback and Complaints Register and kept for 7 years
The Feedback and Complaints Register will be monitored for trends and will be reviewed by the Leadership Team regularly
