Complaints Policy
1. Purpose of the Complaints Policy
At Tailored Family Wellbeing, we value your feedback and take complaints seriously. This policy outlines the process for lodging a complaint about our services or privacy issues, ensuring that your concerns are addressed in a transparent and timely manner. We adhere to the principles outlined in the Australian Privacy Principles (APPs) as per the Privacy Act 1988 and the National Disability Insurance Scheme (NDIS) Act 2013, which govern the handling of personal information and service provision.
2. Complaints about Privacy Issues
If you have a complaint related to privacy issues, please contact us as outlined below:
We will acknowledge your complaint within five business days and aim to resolve the issue as quickly as possible in accordance with the APPs. You will receive regular updates on the progress of your complaint.
3. Complaints about Our Services
If you have a complaint regarding any service delivered by Tailored Family Wellbeing, please follow these steps:
4. Investigation Process
All complaints will be treated confidentially and investigated thoroughly, in accordance with the National Disability Insurance Scheme (NDIS) Act 2013 and the Australian Privacy Principles (APPs) under the Privacy Act 1988. After a review, we will communicate the outcome of the investigation to you, detailing any corrective actions we plan to implement, if applicable. This process reflects our commitment to upholding the standards of care and accountability as required by the relevant legislation.
5. Continuous Improvement
At Tailored Family Wellbeing, we are committed to continuous improvement in our services. Feedback from clients is essential in helping us enhance our practices. Complaints will be reviewed regularly to identify trends and areas for improvement within our services, ensuring compliance with the Quality and Safeguards Framework of the NDIS.
6. Non-Retaliation Policy
We want to assure you that any complaint or feedback provided will be treated with the utmost professionalism and respect. There will be no repercussions for individuals who make complaints in good faith, in line with the protections outlined in the Australian Human Rights Commission Act 1986. We uphold a non-retaliation policy to create a safe environment for expressing concerns.
7. Review of Policy
This complaints policy will be reviewed annually to ensure it remains effective and relevant to our service users. We welcome any suggestions you may have for improving our policy or our services.
Contact Information
If you have any questions about this complaints policy or the complaints process, please feel free to reach out to us using the contact details provided above. We are here to assist you and ensure that your experience with Tailored Family Wellbeing is a positive one.Acceptance
By proceeding with access to our website, you are deemed to have accepted these terms. This website, and the information contained on it, is not directed at, or intended for distribution to or use by, any person or entity who is a citizen, resident of, or located in, any jurisdiction where such distribution, publication, availability or use would be contrary to applicable law or regulation, or which would subject the Company to any registration or licensing requirement within such jurisdiction.
This website, the information contained in it or derived from it, belongs to the Group and is for consumer use only and only use which is not contrary to any applicable law or regulation. You must not knowingly request, receive, make use of or pass on any information or data derived from or accessible via this website for any commercial purpose. We do not accept liability for any errors or omissions. If you are any doubt as to the validity of information contained within these pages, then please do contact us in order to seek verification.
Other Applicable Terms
These terms of use refer to the following additional terms, which also apply to your use of our site:
Our Privacy Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing, and you warrant that all data provided by you is accurate. Our Privacy Policy also sets out information about the cookies on our site.
Accuracy of Information
This website contains information relating to the Company and its Group. All information or advice provided as part of this website is intended to be general in nature and you should not rely on it in connection with the making of any decision. The Company tries to ensure that all information provided as part of this website is correct at the time of inclusion on the website but makes no representation or warranty as to the completeness, accuracy, currency, adequacy or suitability. The information included in this website has been compiled from a variety of sources and is subject to change without notice.
No Offer
The information on this website is provided purely for information and does not constitute or form part of any offer or invitation to sell or issue, or any solicitation of any offer to purchase or subscribe for, any securities in the Company or any other company, nor shall it (or any part of it) or the fact of its distribution, form the basis of, or be relied on in connection with or act as any inducement to enter into, any contract or commitment whatsoever with respect to any such purchase or subscription.
Hypertext Links
We may provide addresses or hyperlinks which lead you out of this website. Such addresses or hyperlinks (including addresses or hyperlinks to the Company or the Group’s own website material) are provided solely for your convenience and information. Your access to such websites or your use of such links to any other websites or pages is at your own risk.
Availability
Whilst we take all reasonable steps to ensure this website is always accessible, we will not be held liable if, for any reason, the website is unavailable for any period. We may also have to suspend access to the website for routine or emergency updates and maintenance, but we will endeavour to keep any disruption to a minimum. In addition, we cannot warrant that this website will be free of viruses or defects of any description, and we will not be held responsible for any technical problems you may suffer as a result of your use of this website.
Copyright and Trademark
All material presented on this website, unless specifically indicated otherwise, is under copyright to the Group or its licensors. The contents of this website are freely downloadable for browsing purposes only and may not be reproduced in whole or in part or otherwise made available without the prior written consent of the Group. In addition, none of the material on this website may be copied, altered in any way, or transmitted or distributed to any other party without the prior express written permission of the Group. You may not create links to this website without the express prior written consent of the Company. Linked websites, whether permitted or not, do not have any implied affiliation with this website. All trademarks, trade names and logos used on this website are trademarks or trade names of the Group.
Disclaimer
Neither the Company nor any other Group Company will be liable for any loss of use, profits, savings or data or any indirect, special or consequential damages or losses, whether such losses arise in contract, negligence or tort, including without limitation to the foregoing any losses in relation to your use of, reliance upon or inability to use the website.
Jurisdiction
This website was created in Australia. Any interpretation of its content claims or disputes (of whatever nature and not limited to contractual issues) shall be subject to the exclusive jurisdiction of the Australian Courts under Australian law.
Variations
We reserve the right to update these terms from time to time without notice to you. We recommend you regularly revisit this page to ensure you have seen and are aware of our latest terms.
External links
Please note that we are not responsible for the content of external websites. We do not produce or maintain these websites and can therefore only instigate changes indirectly. We work with our partners to provide suitable products and/or services for our customers, and in all cases your purchase contract is with the appropriate third party rather than with the Company, where the product and/or service is provided by them.
Company Information
The Company is :
Tailored Family Wellbeing
Postal: PO Box 331, Seaford SA 5169, Australia
Email: admin@tailoredfamilywellbeing.com.au
Copyright © 2025 Tailored Family Wellbeing - All Rights Reserved.
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