MICAH values FEEDBACK
Tell us what you think
What is feedback?
Feedback is when you tell us what you think about MICAH Inclusion.
You can tell us when something is going well.
You can also tell us when something is not right.
A compliment tells us what you liked.
A concern tells us you are worried about something.
A complaint tells us you are unhappy and want us to respond
Who can speak up?
Anyone can give feedback or make a complaint.
Children and young people who receive support from MICAH Inclusion.
A parent, carer or family member
A friend, advocate or support person
A worker, professional or member of the community
You can make a complaint for yourself or for someone else.
It is safe to complain
You have the right to speak up.
We will listen and treat you with respect.
You will not lose your MICAH Inclusion services because you make a complaint.
We will not threaten you or treat you unfairly.
If someone is in immediate danger, call 000.
How to tell us
You can choose the way that is easiest for you.
You do not have to use the online form.
You can ask a trusted person to help you.
You can contact us:
Online
Complete the Feedback and Complaints Form.
Talk to us
Tell any MICAH Inclusion worker. You can ask a trusted person to help you.
admin@micahinclusion.com.au
Telephone
08 9722 9000 for general enquiries
0468 480 950 for existing client enquiries
In person or by post
21 Stirling Street, Bunbury WA 6230
Help to communicate
Tell us what will help you or the child or young person take part.
We can work with your preferred way of communicating.
A parent, carer, trusted adult or advocate
An interpreter
AAC or another communication system
Visuals or Easy Read information
Written information or extra processing time
A sensory-friendly place to meet
The child or young person can share their own views in the way that works for them.
Can I stay anonymous?
Yes. Anonymous means you do not tell us your name or contact details.
You can leave your details out of the online form.
You can also telephone us and say that you want to stay anonymous.
If we do not know who you are, we may not be able to ask questions or tell you the outcome.
What happens after you complain?
We will listen to you and write down the complaint.
We will record the complaint in our complaints register.
We will acknowledge your complaint within 3 business days if you gave us contact details.
We will look at how serious and urgent the complaint is.
We may speak with you, the child or young person, workers and other people who have information.
We will tell you what we are doing and how long we expect it to take.
We aim to complete the complaints process within 21 days. Some complaints may take longer so everyone is treated fairly.
We will tell you the outcome and explain the reasons for our decision.
We will keep you updated if there is a delay.
How we make decisions
We will be fair to everyone involved.
We will listen before making a decision.
A person who is named in a complaint will usually have a fair chance to respond.
We may investigate the complaint or use an independent person to help.
We may apologise, change a service, improve safety, provide training or take another action.
Privacy
We will keep complaint information private as much as we can.
Only people who need the information to manage the complaint should have access to it.
Sometimes we must share information to keep someone safe, investigate fairly, get legal advice or follow the law.
We may need to share information with the NDIS Commission or police.
What if I am not happy with the outcome?
Tell us that you want the complaint reviewed.
A different or external Complaint Manager can review the matter.
You can also contact the NDIS Quality and Safeguards Commission at any time.
You do not have to complain to MICAH Inclusion before contacting the NDIS Commission.
Contact the NDIS Commission
The NDIS Commission can receive complaints about NDIS providers and workers.
You can contact the Commission if supports were not safe, respectful or good enough.
You can make an anonymous or confidential complaint.
Phone 1800 035 544
TTY 133 677
Use the National Relay Service and ask for 1800 035 544
Use the online complaint form on the NDIS Commission website
If a person with disability may be harmed soon and it is not an emergency, call the NDIS Commission as soon as possible.
Report an issue or make a complaint to the NDIS Commission
We learn from feedback
We keep complaint records securely for at least 7 years.
We review complaints and feedback to improve our services.
We use what we learn to improve training, safety and support for children, young people and families.