Complaints & Feedback
At True Care Disability Services, we are proud of the service we provide to our clients who have disabilities. We value any feedback, whether it’s compliments, concerns, or suggestions since it helps us to provide the best possible service.
- Customer Feedback Telephone Line
- Suggestions Forms on the Internet
- My Choice, My Responsibility
- The Complaints Procedure is a set of rules that governs how complaints are handled.
Feedback May Include:
Compliments: You may want to tell us what we are doing well and things you like about the services /support you receive, so we can continue to do these things and provide feedback to staff.
Suggestions: Your ideas on how we can improve things or do things better can help us to improve our services and ensure they meet your needs and wants.
Complaints: We want to know when you’re not happy about an experience you’ve had with Truecare. A complaint can be about a person, a service or something you have experienced. We will respond to any complaints received within five working days.
For feedback, call the number below.
You may call and leave feedback at any time using our mobile phone number. You can leave a recorded message at any time, and it can be anonymous if requested.
For feedback, please call this number 0411 356 445
You may also submit the relevant information to complaints@tcdservice.com.au.
Suggestions Forms
Clients and visitors can submit feedback on our services using a suggestion form. On request, large print, audio, and Braille versions of the forms are available in our office or by mail. The following forms have been completed:
- A member of the staff was given the award.
- Please send an email to complaints@tcdservice.com.au if you have any questions.
- Full Address
If you have a complaint
There may come a moment when, as an external stakeholder that interacts with our business, you wish to submit a complaint about us without fear of repercussions.
Because we are continually searching for ways to enhance our services, we realize this and have established a system to make it possible.
What is the most effective means of informing us?
Send an email to: to let us know how you’re feeling.
- Having a one-on-one conversation with someone
- A landline or a cell phone number
- Please contact us through print, Braille, audio, or electronic media (including our online contact form) or at support@tcdservice.com.au.
You can enlist the assistance of another person as an advocate at any time during our complaints process.
The Actions of All Parties
Your complaint will be handled with a kind demeanor and will be resolved immediately and fairly.
When engaging in our complaints process, True Care Disability Services expects its employees, volunteers, and stakeholders to respect each other’s dignity, be fair and kind to one another, keep any concerns confidential, and place a high premium on addressing the issue.
True Care Disability Services will not respond to anyone who behaves in an unreasonable manner throughout the procedure.
Our Response
If your problem is not resolved in a timely manner, it will be reported to a Director or General Manager.
This person will
- Within two working days, we will tell you that your complaint has been received; and
- Will provide you an estimate of how long it will take us to respond to your complaint; and
- If further information or a conversation is required, we may contact you again.
