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Complaints or Feedback

At Zoee we take all complaints/feedback seriously and want to make sure that everyone is heard and all complaints are taken seriously and dealt with in a professional manner. That we also learn from any feedback we may be given which enriches and improves the overall experience of using Zoee.

We at Zoee are available on 1300 431 448 Or via email info@zoee.co.

What's the process?

Once we have your feedback, we will endeavor to get back to you within 5 days. Within this time, we may need to contact you to obtain further information or clarification. If you are unhappy with the outcome of the investigation then please ask to escalate the matter and a senior team member will review the investigation.

There are external sources that you can approach if the outcome of the investigation is not to your liking.

Aged Care related complaints to the Quality and Safeguards Commision or the Allied Health Care Complaints Commision.

For disability services complaints go to the NDIS Quality and Safeguards Commission for the following states, Victoria, Tasmania, New South Wales, Queensland, South Australia, Australian Capital Territory, on 1800 035 544 or there is an online form.

For WA disability complaints you need to contact the Health and Disabilities Services Complaints Office by telephone 1800 813 583 or email mail@hadsco.wa.gov.au or their website hadsco.wa.gov.au.

For NDIS Clients Reportable Incidents

A complaint of an incident must be reported to Zoee within 24 hours of the incident, as a part of the NDIS Quality & Safe guards Commissions, this is called a reportable incident.

As per the NDIS Quality & Safe guards Commissions a reportable incident is when an incident or alleged incident has caused harm to a NDIS participant whilst using NDIS support & services.

Some of the incidents may include but not inclusive too:

  • Any form of neglect or abuse of a person with a disability
  • Any form of assault, physical or sexual no matter how inconsequential must be reported
  • Any form of sexual assault/grooming of a person, or in the presence of a person with disability
  • Any form of serious injury
  • Any person with a disability that dies
  • Any form of significant injury to a person with disability
  • Any form of practice or intervention that has the effect of restricting the rights or freedom of movement of a person with a disability. Which is not included in the support plan or cover by the state or territory law.