Feedback & Complaints

Your feedback helps KINETIX Capacity Building provide safer, more respectful and more useful services. You have the right to raise a concern or make a complaint without being treated unfairly or having the quality of your services reduced.

You can complain about any part of your experience, including:

• How you were treated
• The quality or safety of a service
• Communication
• Privacy or confidentiality
• Appointments or cancellations
• Fees or invoices
• A decision made by KINETIX
• Professional boundaries or conduct
• Something you believe should have been handled differently

How to contact KINETIX

You can provide feedback or make a complaint by:

Email: hello@kinetixsupport.com.au
Phone: 03 8714 3450
SMS: 0468 479 005
Website: www.kinetixsupport.com.au

Feedback form:  Feedback & complaints form

You can also ask to use another accessible communication method.

Complaints may be made by a client, family member, carer, nominee, representative, advocate or another person. You may ask someone you trust to help you.

You can make a complaint anonymously. However, this may limit our ability to investigate or respond directly.

What happens after you complain?

We will:

1. Listen to your concerns and check whether anyone is at immediate risk.
2. Aim to acknowledge your complaint within two business days.
3. Confirm what the complaint is about and what outcome you would like.
4. Review the available information fairly.
5. Keep you informed while the complaint is being considered.
6. Aim to provide an outcome within 21 calendar days.
7. Explain the outcome, reasons and any action being taken.
8. Tell you about other complaint or review options.

If more time is required, we will explain why and provide an updated timeframe.

Possible outcomes may include an explanation, apology, correction, refund or fee adjustment, change to services, referral, or an improvement to KINETIX procedures.

Your privacy

Complaint information will be handled privately and only shared where reasonably necessary to respond, provide procedural fairness, protect someone’s safety or meet a legal obligation.

Absolute confidentiality cannot be guaranteed where information must be reported or disclosed by law.

Complaints involving immediate safety

If you or another person is in immediate danger, call 000.

KINETIX is not an emergency or crisis-response service.

Concerns involving possible violence, abuse, neglect, exploitation, sexual misconduct, serious injury or criminal conduct may need to be referred to emergency services, police, child protection, the NDIS Commission or another appropriate authority.

External complaint options

You do not have to complain to KINETIX before contacting an external organisation.

NDIS Quality and Safeguards Commission

You may contact the NDIS Commission about the quality or safety of NDIS-funded supports provided by KINETIX.

Phone: 1800 035 544
TTY: 133 677
Interpreters: 131 450
Website: www.ndiscommission.gov.au/complaints

Disability advocacy

An independent advocate can help you understand your rights or make a complaint.

Disability Gateway:
www.disabilitygateway.gov.au/legal/advocacy
Phone: 1800 643 787

Privacy complaints

Office of the Australian Information Commissioner:
www.oaic.gov.au
Phone: 1300 363 992

Victorian Health Complaints Commissioner:
www.hcc.vic.gov.au
Phone: 1300 582 113

Making a complaint will not take away any other rights you have.