Complaints Process

Our Commitment

At Amista Health, we value your feedback and are committed to addressing any concerns or complaints in a timely, fair, and respectful manner. We believe that complaints provide valuable opportunities for improvement and better service delivery.

We take all complaints seriously and ensure that the process is transparent, accessible, and focused on achieving positive outcomes for all parties involved.

How to Make a Complaint

You can make a complaint in several ways that are convenient for you. We encourage you to raise concerns as soon as possible so we can address them promptly and effectively.

Complaints can be made verbally, in writing, or through electronic means. We will work with you to ensure the process is accessible and meets your communication preferences.

Complaint Channels

You can submit a complaint through any of the following channels:

Our Process

Once we receive your complaint, we will acknowledge it within 2 business days and provide you with information about how it will be handled. We aim to resolve most complaints within 10 business days.

For complex complaints that require investigation, we will provide regular updates on progress and work with you to reach a satisfactory resolution. We are committed to keeping you informed throughout the process.

Your Rights

You have the right to make a complaint without fear of retaliation or negative consequences. We will treat your complaint confidentially and ensure that making a complaint does not affect the services you receive from us.

You have the right to have a support person or advocate assist you throughout the complaints process, and we will provide reasonable accommodations to ensure you can participate fully in the resolution process.

Resolution and Feedback

We will work with you to find a resolution that addresses your concerns and improves our service delivery. This may include apologies, corrective actions, policy changes, or additional training for staff.

We will provide you with a written response outlining the outcome of your complaint and any actions taken. We also welcome feedback on how we handled your complaint to help us improve our complaints process.

External Options

If you are not satisfied with our response to your complaint, you have the right to take your complaint to external bodies, including the NDIS Quality and Safeguards Commission, the Australian Human Rights Commission, or other relevant regulatory authorities.

We will provide you with information about external complaint options and support you in accessing these services if needed.

Contact Information

To make a complaint or for more information about our complaints process, please contact us at:

Last Updated: September 2025