Feedback, Compliments and Complaints
Compliments, complaints and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Sacred Business Services and is seen as an opportunity for improvement. We encourage feedback and comments on the services we provide, both positive and negative. Whether a compliment or complaint, your feedback will be treated with confidentiality and sensitivity.
Feedback, compliments and complaints can be lodged:
· directly with a staff member, either verbally or by providing a completed Feedback, Compliments and Complaints Form (Download Here or complete the online form below);
· by email to: admin@sacredbusinessservices.com.au;
· by phone on: 0428 085 001;
· in writing to: PO BOX 35872, Winnellie NT 0821
Feedback and Continuous Improvement
In addition to the above, Sacred Business Services is continually seeking feedback on how we can improve the services we provide. This includes through satisfaction surveys, requests for feedback by staff after you interact with us and involving you in our service delivery planning and review processes. Please feel free to provide any suggestions or ideas you have to a staff member.
Complaints
We encourage anyone with a complaint to speak directly to a Sacred Business Services staff member in the first instance, who will attempt to resolve the issue immediately. If the matter cannot be resolved promptly or within 24 hours, it will be escalated to Sacred Business Services’ Operations Manager.
You can use the Sacred Business Services Feedback and Complaints Form to formally lodge your complaint and a staff member can assist you to do this if you wish.
Your complaint will be formally acknowledged within 5 working days. We aim to respond to all complaints and grievances as quickly as possible, and within 28 working days from acknowledgement.
If a complaint cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected. All feedback and complaints will be used by Sacred Business Services to continuously improve our service delivery.
Escalating Complaints
If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from Sacred Business Services’ Operations Manager, or alternatively through any of the following agencies:
NDIS Quality and Safeguards Commission
• Online: www.ndiscommission.gov.au
• Phone: 1800 035 544.
Australian Human Rights Commission
• Phone: 1300 656 419
• Online: humanrights.gov.au
The Health and Community Services Complaints Commission:
• online at www.hcscc.nt.gov.au;
• by phone on 1800 004 474;
• by email to hcscc@nt.gov.au; and
• in writing to GPO Box 4409, Darwin, NT, 0801.
The Office of the Children’s Commissioner Northern Territory:
• online at www.occ.nt.gov.au;
• by phone on 1800 259 256;
• by email at occ@nt.gov.au;
• by mail to GPO Box 3779, Darwin, NT, 0801.
The NT Anti-Discrimination Commission:
• online at www.adc.nt.gov.au;
• by email to antidiscrimination@nt.gov.au;
• by phone on 1800 813 846; and
• in writing to LMB 22 GPO, Darwin, NT, 0801
NDIS participants purchasing products and services have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms.
Finally, you can contact the Australian Securities and Investments Commission (ASIC) if you have concerns regarding consumer protection in relation to your finances.