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Feedback, Complaints & Incidents
Feedback and Complaints
The Chooze Shop has a commitment to providing good quality service to our customers. If you have a concern about the support and service you receive from The Chooze Shop, it is important that you share that with us. We take feedback and complaints very seriously, they can help us to understand what is important to our customers, and help us improve the quality of our service.
If you feel comfortable, we encourage you to inform us of your concerns, thoughts or complaint, this is often the best way to have the issue resolved quickly, as we can process it through our efficient complaints management and resolution system.
You can choose to stay anonymous if you wish, our Online Form cannot be tracked back to you, neither can a letter if you chose to omit your name and contact details. Please note, if you do wish to remain anonymous, we wont be able to let you know how we are managing and addressing your feedback/complaint but we will still address your concerns.
The Chooze Shop can be contacted for feedback and complaints using the following methods of communication:
Online Form: Access form here
Mail / Letter: PO Box 815
Kent Town Business Centre SA 5071
Telephone: 1300 246 693
Email: feedbackandcomplaints@chooze.com.au
By Appointment: Anyone can contact The Chooze Shop by the above methods, to request an appointment to meet with key personnel in person, at a mutually convenient location.
If we are unable to resolve your concern or complaint, or if you don’t feel comfortable informing us, you can seek support from family, a friend or an independent advocate.
Otherwise you can make a complaint directly to the NDIS Commission by:
Phoning: 1800 035 544 (free call from landlines)
TTY 133 677 (interpreters can be arranged).
National Relay Service and ask for 1800 035 544
Completing an NDIS Complaint Contact Form.
Report an Incident
You have the right to feel safe and receive good quality service from your providers. The Chooze Shop has a commitment to providing good quality service to our customers. If you feel unsafe or unhappy with the services you are receiving or have received from The Chooze Shop, it is always okay and safe for you to speak up.
We record and manage all incidents in our Incident Management System to ensure that you are immediately safe, receiving a quality service and that you have your rights protected. We are also required to notify the NDIS Commission about any reportable incidents. To ensure everyone is safe, we may also be required to notify other organisations too such as the police or other protective services.
Reportable incidents include certain acts or events that have happened (or alleged to have happened) in connection with the provision of supports or services, including:
• The death of a person with disability;
• Serious injury of a person with disability;
• Abuse or neglect of a person with disability;
• Unlawful sexual or physical contact with, or assault of, a person with disability;
• Sexual misconduct, committed against, or in the presence of, a person with disability, including grooming of the person with disability for sexual activity;
• Unauthorised use of restrictive practices in relation to a person with disability.
Other incidents will also be addressed and managed by The Chooze Shop including any acts, omissions, events or circumstances that have or could have, caused harm.
To speak up about an incident that has happened in connection with the supports or services provided by The Chooze Shop, please contact us via one of the following avenues:
Telephone: 1300 246 693
Email: feedbackandcomplaints@chooze.com.au
Mail/Letter: The Chooze Shop
PO Box 815
Kent Town Business Centre SA 5071
By Appointment: Anyone can contact The Chooze Shop by the above methods, to request an appointment to meet with key personnel in person, at a mutually convenient location.
Information Required
We will need to know and document the following information regarding the incident:
• How many NDIS Participants were involved in the incident;
• The name/s of the Participant/s involved;
• The date and time of the incident;
• The name/s and contact details of any witnesses;
• Any recorded evidence (e.g. photographs) of the incident;
• Details of any injuries to the Participant as a result of the incident;
• Whether the Participant has been made safe;
• Whether any medical or other professional attention has been provided;
• Whether the incident has been reported to the police or other authority.
NDIS Commission
If you’re unsure or want advice regarding an incident, you can contact the NDIS Commission:
Telephone: 1800 035 544
Text Telephone: TTY 133677
Translating and Interpreting Service: 131 450
National Relay Service website: https://internet-relay.nrscall.gov.au (ask for 1800 035 544
Mail: PO Box 210, Penrith NSW 2750