We value your feedback

Feedback is pivotal to ensuring we continue to provide the best possible care – and we welcome it. It gives us a better understanding of the people we serve – and we use these insights to shape our services and actions for continuous improvement.

Everyone has the right to make a complaint and no one will be treated differently if they make a complaint. We want to hear from our clients, and their families and carers, about any issues and concerns so we can swiftly resolve them.

Please also let us know what we do well, and where we can improve our services, as this will ensure we continue to meet your needs every day.

Providing feedback or making a complaint is simple

You can do this by

• Speaking with a staff member of Advance Diversity Services
• Contacting us on (02) 9597 5455
• Sending us an email feedback@advancediversity.org.au
• Completing the Feedback and Complaints Form and giving it to a staff member or posting it to Suite 231, 7-11 The Avenue, Hurstville NSW 2220

Where can I get help to give feedback or make a complaint?

• If you require interpreting assistance, we can arrange an interpreter. Or please call Translating and Interpreting Services on 131 450 and ask them to call us.
• You can give your feedback and make a complaint in your language and we will arrange translation.
• We will talk with you via the National Relay Service if you are deaf or have a hearing or speech impairment. 

What should I include in my feedback or complaint?

• The reason for your feedback: your experience at the ADS, name of the service, who was involved, when and what happened etc.
• The outcome you are seeking.
• Your contact details (phone number, email address and postal address) if you agree that we can contact you for more information

Can I make an anonymous complaint?

Yes, however, not knowing your details may make it difficult to investigate your complaint, as we can’t approach you for more information or tell you the outcomes of our investigation.