Feedback

There are three types of feedback you can give us – a complaint, suggestion or compliment.

complaint is feedback you give us if you are unhappy with our service and you would like us to try to find a solution to the problem.

suggestion or compliment is an opportunity for you to share a comment, opinion or idea about how we can improve something.

Ways you can help us improve

  • Discuss the issue or suggestion with the staff member who is directly involved.
  • Discuss the issue with a Manager.
  • Complete a Complaints and Feedback Notification Form. This form is on our website and it can also be sent to you or picked up from your nearest Northcott office.
  • Phone calls, letters, emails and facsimiles are also welcome. 

Support to give feedback

You can choose a person to support you to give feedback. This person can be a friend, family member, staff member or an advocate from another organisation.

What happens after a complaint is made?

Northcott is committed to resolving complaints in an ethical, confidential, timely, transparent and fair way. 

We view feedback as a positive opportunity to improve the quality of our services and operations, and to strengthen relationships with our customers and with our community.

Complaints are treated confidentially. Only the people who need to help find a resolution will be involved. Our Quality Review Committee ensures the processes are followed in an appropriate and timely manner.   

Resolving complaints

The target for finalising complaints is within 35 days from receiving the complaint. We will be in contact with you throughout the resolution process.

How you can contact us

Email: Northcott@northcott.com.au
Post to: Feedback & Complaints Dept. PO Box 4055, Parramatta NSW 2124 
In person: At a Northcott office
Phone: 1800 818 286
Fax: 02 9683 2827

Feedback and Complaints brochure

If you have a hearing, speech or communication impairment, phone the National Relay Service on 13 36 77

Other organisations you can contact

Whilst we would always prefer to resolve your complaint directly, you are also able to make a complaint to any of the following outside agencies.

NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Web: ndiscommission.gov.au

National Disability Insurance Agency
GPO Box 700 Canberra ACT 2601
Phone: 1300 362 072
TTY: 1800 555 677 then ask for 1800 800 110
Email: feedback@ndis.gov.au

NDIA Fraud Reporting Hotline
Phone: 1800 650 717
Email: fraudreporting@ndis.gov.au

Australian Human Rights Commission
Level 3, 175 Pitt Street, Sydney NSW 2000
GPO Box 5218, SYDNEY NSW 2001
Phone: (02) 9284 9888 Complaints Infoline: 1300 656 419
TTY: 1800 620 241
Email: complaintsinfo@humanrights.gov.au

Registrar of Community Housing
Locked Bag 4001
Ashfield BC 1800
Phone: 1800 330 940
Email: registrar@facs.nsw.gov.au
Web: www.nrsch.gov.au/complaint_form

Multicultural Disability Advocacy Association (MDAA)
10-12 Hutchinson St, Granville NSW 2142
PO Box 884 Granville NSW 2142
Phone: (02) 9891 6400
Toll Free Phone: 1800 629 072
Email: mdaa@mdaa.org.au
Web: www.mdaa.org.au

People With Disability Australia
PO Box 666 Strawberry Hills NSW 2012
Tower 1, Level 10, 1 Lawson Square Redfern NSW 2016
Phone: 02 9370 3100 Toll Free: 1800 422 015
TTY: 02 9318 2138 TTY Toll Free: 1800 422 016
Email: pwd@pwd.org.au

Telephone Interpreter Service
Phone: 13 14 50

National Relay Service
Phone: 133 677
Web: www.relayservice.gov.au