We take complaints very seriously
Complaints Management & Patient Feedback Procedures
How to make a complaint or share your feedback with us?
Clients and others have opportunities to register their complaints either verbally to staff, in writing (letter) or via our suggestion box. Clients should feel free to complain anonymously if desired.
Opportunities are also available for patients and other visitors to tell us, ‘How we are doing” and we collect systematic patient experience feedback at least every 3 years.
There are many ways a person can make a complaint:
- Verbally at reception in any clinic or to any of our physio providers
- Telephone – 9399 5777
- In writing, via letter or email- and posted or delivered to 55 Church Ave, Armadale (anonymous option)
- Email – admin@rejuvenatephysio.com.au
- Via our website through the online form found at www.rejuvenatephysiotherapy.com.au
- Postal – to 55 Church Ave, Armadale, 6112 (anonymous option)
Who can make a complaint?
Any person who feels aggrieved or dissatisfied about a service they have received or are receiving from Rejuvenate Physio are able to make a compliant. This includes other agencies, members of the public and contractors.
How we deal with complaints?
Our complaints management process for physiotherapy services under the National Disability Insurance Scheme (NDIS) and privately is designed to ensure that any concerns or issues raised by clients are addressed promptly and effectively. We take all feedback seriously and strive to resolve complaints in a fair and transparent manner. Our goal is to continuously improve our services and client experience, and feedback from clients is an important part of that process. If you have any complaints or concerns about your physiotherapy services under the NDIS or privately, please don’t hesitate to reach out to us so we can assist you in resolving the issue.
What to do if further escalation is required
If the complainant remains dissatisfied with the decision or is escalated, you may choose to take your complaint to an external agency, namely the department of communities disability services.
- NDIS Quality and Safeguards Commission
Complaint Contact Form - Health Complaints commissioner: http://www.privacy.gov.au/complaints
- Members of the public may make a notification to Australian Health practitioner regulation agency (AHPRA) http://www.ahpra.gov.au/ (AHPRA) about the conduct, health or performance of a practitioner or the health of a student. Practitioners, employers and education providers are all mandated by law to report notifiable conduct relating to a registered practitioner or student to AHPRA.