Complaints/
Feedback
estara values your feedback.
We are committed to delivering high-quality services with a view to continually improving and welcome any compliments, complaints, and feedback.
Feedback to estara can be about any part of our organisation, services, or products that we provide. You may submit a complaint anonymously and this will be investigated as far as possible.
We will respond to your feedback within two (2) working days for complaints and within five (5) working days for any other matter. We will keep you informed on any actions throughout the process. Depending on the nature of the complaint/feedback we may be able to resolve the matter immediately. However, if we require further information or need to investigate a more complex concern this may take longer.
How do I provide feedback or make a complaint?
Feedback/complaint can be lodged in several ways:
by phone on (08) 8355 3500
by email
in writing to the Feedback and Complaints Officer, 225 Greenhill Rd, Dulwich SA 5065
in person at any of our offices or during a home visit
on our website using the form below
Feedback/ Complaints Form
Use this form to submit a complaint or feedback about a service that estara provides. Your complaint will be treated with the utmost respect and will be referred to one member of the senior leadership team for review.
You do not need to provide your name. However, if you would like us to contact you for follow up then please provide contact details. Anonymous complaints will still be investigated but feedback will not be possible.
If you do not wish to speak with your local Manager, please let us know and we will determine the best person to speak with to assist with solving any concerns.
All reasonable steps will be taken to protect personal information from disclosure, unauthorised access, use, loss or any other misuse during the complaint management process. However, due to statutory obligations and procedural fairness, ESTARA cannot give an assurance of absolute confidentiality.
If you need assistance in making a complaint or need an interpreter or an advocate to assist you in completing this form, please ring ESTARA on (08) 8355 3500.
Who else could help with my complaint?
If you are not comfortable with providing feedback directly to estara or are unhappy with the outcome of your complaint/feedback you can contact the NDIS Quality and Safeguards Commission on1800 035 544, visit their offices, website, or complete their online complaint form
You also have the right to make complaints about estara to various external agencies, including:
SA Abuse Prevention Phone Line 1800 372 310 www.sahealth.sa.gov.au/adultsafeguardingunit
National Disability Abuse and Neglect Hotline 1800 880 052 (call SAPOL on 000 in an emergency)
HCSCC - Health and Community Services Complaints Commissioner (08) 8226 8800 (general enquiries) or Country 1800 232 007
Disability Advocacy & Complaints Services of SA (DACSSA) (08) 8297 3500 or Country 1800 088 325