Steps Neurological Therapy Services are committed to being transparent and responsive to any feedback offered by our clients and community. We aim to have an accessible and supportive process for providing feedback that fosters a culture which supports clients and the community to make positive comments as well as raise a complaint.

Steps Neurological Therapy Services will endeavour to seek an outcome in a timely manner to a complaint which is satisfactory to all parties.

Process

Compliments and complaints can be submitted in one of these ways:

• Contact the Practice Manager (Faye) directly via [email protected]
• Call us on 03 95685611 and ask to speak to a manager.
• Mail to 33-35 Warrigal Road, Hughesdale, VIC 3166

We encourage our clients to attempt to resolve issues directly with staff member involved. The staff member will attempt resolve the issue as quickly as possible and inform a member of our senior leadership team.

Steps Neurological Therapy Services will promptly acknowledge the receipt of client compliments or complaints. We assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security, the response is immediate and will be escalated appropriately.

If the complainant is not satisfied with our internal process outcome, we will provide the complainant with information about the relevant external Complaints Management Commissioners.

National Disability Insurance Agency

1800 800 110
[email protected]

Disability Services Commissioner

1800 677 342
[email protected]

For more details, refer to our  Feedback and Complaints Policy.