feedback

Whether you have positive feedback about our services, there’s an issue you’d like to bring to our attention or you have an idea for how we can improve, we welcome your input.

Use the form below, and our team will promptly assess and respond to your feedback, keeping you informed along the way. If you need an interpreter or an advocate to assist you in completing this form please call us on 1800 378 272.

estara values your feedback. We are committed to delivering high-quality services with a view to continually improving, and we welcome any compliments, complaints, and feedback.

When submitting a complaint, 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.

To submit a complaint:

1. Submit your complaint via our website using the link below, or via phone, email, or in person. Please contact your Client Service Coordinator or Team Leader, if you are comfortable to do so. Otherwise, please reach out and we will assist you to determine the best person to speak with.
2. If your complaint has not been submitted in writing, the person receiving your complaint will create a Record of Complaint for you. The written record will be referred to a Manager/Supervisor, who will become the Responsible Person.
3. The Responsible Person will contact you either in person or by phone as soon as they receive the complaint and will listen to all issues and concerns that you raise.
4. You will be kept informed of any actions throughout the complaint process. Depending on the nature of your complaint, 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.

Client Complaint Procedure (Easy Read)

If you do not feel that your complaint has been handled appropriately, you have the right to request a review. This will be addressed by the Chief Executive Officer or Chief People Officer, who will be known as the Reviewing Officer. This nominee can re-investigate the complaint in part or in full and applicable timeframes will be discussed with you.

If you are not comfortable submitting your complaint directly to estara, or you remain unsatisfied after receiving an outcome from a Reviewing Officer’s investigation, you have the right to refer your complaint to an external person or body to review.

Please note that estara must refer complaints in relation to criminal offences (e.g. rape, assault, significant client abuse, misappropriation of funds) to the SA Police and the DHS Incident Management Unit, as per bulletin 110 circulated July 2018.

There are state and national independent agencies that receive feedback and complaints relating to the NDIS, disability care and adult safety.

For complaints about services provided under the NDIS:

• NDIS Quality and Safeguards Commission: call 1800 035 544 or follow the link to learn more and lodge an online form.

For abuse or neglect of an adult:

• National Disability Abuse and Neglect Hotline: call 1800 880 052
• South Australian Adult Safeguarding Unit: call 1800 372 310

For a complaint about a health care service or hospital:

• Health and Community Services Complaints Commissioner: call 1800 232 007 or email: info@hcscc.sa.gov.au

For help with making a complaint and advocacy support:

• Disability Advocacy and Complaints Services of SA call (08) 7122 6030 or email: admin@dacssa.org.au