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COVID 19 Related Service Adjustments are currently in place. Click here to learn more.

Complaints Policy

Complaint Policy

Issue Date: 15 July 2020

There may be times where Assistive Tech does not meet your expectations. In these circumstances we encourage you to let us know. We are committed to learning from your experiences as it will help us to continually improve the products and services we deliver.

Assistive Tech has a structured approach to resolving complaints.

Send Complaint

If you are dissatisfied with a product or service provided by us, you can lodge a complaint with us.

Please include in your complaint the following details:

  • your name and contact details;
  • the nature of the complaint;
  • details of any steps you have already taken to resolve the complaint;
  • details of conversations you may have had with us that may be relevant to your complaint and;
  • copies of any documentation which may be relevant.

Please send your complaint to support@assistivetech.com.au.

We are happy to accept anonymous complaints however please understand we will be unable to provide direct feedback on the progress of your complaint if you choose to remain anonymous.

Evaluation

We will take note of what information you provide to us. This information will be passed on to the appropriate department of Assistive Tech to deal with the complaint. We are committed to resolving your complaint within a timely manner and endeavour to provide a first response within 1 business day of your complaint with all complaints resolved

Response

We will keep in touch with you during the process. If you require support, please email support@assistivetech.com.au. Once we have finalised your complaint, we will advise you of our findings and any action we have taken.

Escalation

If you are unsatisfied with our response to your complaint, and your issue relates to products and services we supplied to you as an NDIS participant you also have the option of making a complaint in relation to our service to the NDIS Quality and Safeguards Commission. You can call them on 1800 035 544 or complete a complaint form on their website at ndiscommission.gov.au