Your feedback helps us improve
We welcome your feedback, concerns and complaints. They help us improve our services and ensure we deliver the quality support you deserve. You will never be disadvantaged for raising a concern.
We Listen
We take every complaint seriously
At Ability Hope Support Network, we are committed to providing high quality services. If something is not right, we want to know about it so we can fix it and prevent it from happening again.
A complaint can be about any aspect of our service including staff behaviour, quality of support, communication, safety concerns or anything that has not met your expectations.
You can make a complaint yourself, or someone else can make one on your behalf with your permission, including a family member, friend, carer or advocate.
Our Commitment
How we handle complaints
We are committed to resolving complaints fairly, quickly and transparently.
We Listen
Every complaint is heard and taken seriously, regardless of how small it may seem.
No Disadvantage
Making a complaint will never negatively affect your services or relationship with us.
Confidential
Your complaint is handled with strict confidentiality and shared only as needed to resolve it.
Timely Response
We acknowledge complaints within 2 business days and aim to resolve within 21 days.
Fair Process
We investigate thoroughly and objectively, giving all parties a fair opportunity to respond.
Continuous Improvement
We use complaints to identify patterns and enhance our services.
How to Make a Complaint
Choose the way that works best for you
There are several ways to let us know about a concern. Use whichever method feels most comfortable.
Call Us
Phone 1300 931 500 during business hours to speak with a team member directly.
Email Us
Send your complaint to info@abilityhopesupport.com.au with as much detail as possible.
Online Form
Complete the complaint form below and we will respond within 2 business days.
Speak to Staff
Tell any team member verbally and they will help you lodge your concern.
In Writing
Write a letter or fill out a printed form and give it to any staff member.
Through an Advocate
Have a family member, friend or advocate make a complaint on your behalf.
Our Process
What happens when you make a complaint
Acknowledgement
We acknowledge your complaint within 2 business days and let you know who is handling it.
Assessment
We assess severity, urgency and determine the appropriate investigation approach. Serious matters are escalated immediately.
Investigation
We gather information from all relevant parties, review documentation and keep you updated on progress.
Resolution
We develop a fair resolution and communicate the outcome to you in writing, including any corrective actions taken.
Follow Up
We follow up to ensure you are satisfied. If not, we discuss further options including escalation to external bodies.
Possible Outcomes
How we resolve complaints
Every complaint is different. Depending on the nature and outcome of our investigation, resolutions may include:
- A formal apology
- Changes to how services are delivered
- Additional training for staff
- Updates to policies and procedures
- Changes to staffing arrangements
- Referral to external bodies if required
- Ongoing monitoring to prevent recurrence
External Escalation
Not satisfied? You can escalate externally
If you are not happy with how we have handled your complaint, you have the right to contact an external body directly at any time.
Submit a Complaint
Complaint form
Complete the form below. We will acknowledge receipt within 2 business days.
Need to talk to someone?
If you would prefer to speak with someone directly about your concern, our team is here to listen. Call us or send an email and we will respond promptly.