PRIVACY, INFORMATION REQUESTS, FEEDBACK, COMPLAINTS & COMPLIMENTS

At Amity Health, we welcome feedback, complaints and compliments. They help us improve the quality, safety and effectiveness of our services.

We are committed to receiving and responding to feedback in a fair, respectful, transparent and timely manner. Individuals can raise concerns without fear of retribution, discrimination or adverse treatment.

We recognise that raising concerns can sometimes be difficult. Our approach is person-centred, trauma-informed and culturally safe, and we will make reasonable adjustments to support participation in the process.

YOUR PRIVACY, ACCESS TO INFORMATION & PRIVACY COMPLAINTS

Amity Health is committed to protecting your privacy and handling personal information in accordance with applicable privacy laws and our Privacy Policy.

You can contact us if you:

  • Have questions about how your personal information is managed.

  • Would like access to information we hold about you.

  • Wish to correct your personal information.

  • Believe your privacy has been breached.

  • Have concerns about how your information has been handled.

Read our privacy commitment statement

Making a Privacy Enquiry or Request

You may request access to information we hold about you, subject to legal and operational requirements.

Information requests may include:

  • Personal information.

  • Client or patient records.

  • Service-related information.

  • Other records to which you are entitled access.

To make a privacy enquiry, request access to your information, or request a correction to your personal information, please contact us:

FEEDBACK, COMPLAINTS & COMPLIMENTS

At Amity Health, we value your voice.

Whether you would like to share a compliment, make a suggestion, raise a concern or lodge a complaint, we want to hear from you. Your feedback helps us improve our services, strengthen safety and quality, and better meet the needs of the people and communities we support.

We are committed to creating a safe, respectful and inclusive environment where people feel comfortable providing feedback and raising concerns.

Get involved in designing and shaping our services – our co-design team with our community

If you would like to participate in service design, please reach out to us to express your interest in joining our co-design team of current and former clients and those with lived experience in our community . [Link to online form.]

  • We welcome feedback from:

    • Clients and participants

    • NDIS participants

    • Family members, carers and advocates

    • Service providers and contractors

    • Community members and visitors

    You can provide feedback on your own behalf or ask someone you trust to support you or speak on your behalf.

  • When you provide feedback or make a complaint, we will:

    • Listen carefully and respectfully.

    • Treat you with dignity and empathy.

    • Be fair and transparent.

    • Respect your privacy and confidentiality.

    • Keep you informed throughout the process.

    • Work with you to understand what is important to you.

    • Make reasonable adjustments to support your participation.

    • Use your feedback to improve our services.

    We understand that discussing concerns can sometimes be difficult, particularly where a person has experienced distress, trauma or harm. We aim to make the process as supportive and accessible as possible.

  • We recognise and respect the diversity of the communities we serve.

    If you need support to provide feedback or make a complaint, we can help. This may include access to:

    • An advocate

    • A family member or support person

    • An interpreter

    • Communication supports

    • Flexible ways of communicating with us

    We are committed to providing culturally safe and respectful services for Aboriginal and Torres Strait Islander peoples and people from diverse cultural and linguistic backgrounds.

  • You can contact us in the way that works best for you:

  • A complaint is any expression of dissatisfaction about our services, employees, systems, decisions or outcomes where you would like a response or resolution.

    Making a complaint will not affect your access to our services.

    We encourage people to raise concerns as early as possible so we can understand what has happened and work towards a resolution.

    [Make a Complaint Form]

  • We also love hearing about positive experiences.

    Compliments help us recognise staff and services that are making a difference and reinforce the practices that matter most to our clients and communities.

    [Share a Compliment]

  • If you are unhappy with how your complaint has been managed or with the outcome, you can ask for the matter to be reviewed.

    You may also contact an external complaints body at any time. You do not need to complete our internal complaints process before seeking external assistance.

  • Most feedback, concerns and complaints can be raised using the feedback and complaints process outlined above.

    If you wish to report suspected fraud, corruption, serious misconduct, unlawful conduct, unethical behaviour or other serious wrongdoing involving Amity Health, please use our Speak Up (Whistleblower) process.

    Reports may be made confidentially or anonymously and will be managed in accordance with our Whistleblower Policy.

    Learn More About Speak Up Reporting
    [Whistleblower Protections Policy]