Compliments, Complaints & Feedback

 
 

General Feedback, Compliments and Complaints

At Lamp Inc., we foster a culture of continuous improvement and are consistently reviewing our services, practices, procedures, and policies, to ensure we’re providing the highest quality of support possible, to the individuals we support and the staff we employ. Your ongoing feedback is a crucial part of this and with an ‘open door policy', Lamp Inc. staff are always available to support you with any questions, queries, or concerns you, or someone you support, may experience with our delivery of support. If you feel that your questions, concerns, or queries, are not able to be addressed by us effectively, please see the below options depending on which service you receive support through.

National Disability Insurance Scheme & NDIS Quality and Safeguarding Commission

As a registered provider through the NDIS, Lamp Inc. are governed to abide by the NDIS Act (2013), The NDIS Rules, and are required to report any breaches of these Act’s and Legislation to the NDIS Quality and Safeguarding Commission. This includes reporting any incidents that occur within service provision.

If you, or someone you support, feel that a breach of the NDIS Act (2013) or NDIS Rules has occurred in service provision by Lamp Inc., and your grievance is not able to be solved by us, the NDIS Quality and Safeguarding Commission are in independent body who’re able to assist you.

A complaint can be made to the NDIS Commission by:

Mental Health Commission

As a service provider under the Mental Health Commission, Lamp Inc. are additionally governed by the National Standards of Mental Health (2017), with Lamp Inc. being assessed against these in 2019 as an accredited service provider.

If you, or someone you support, access Lamp Inc. support services provided through funding under the Mental Health Commission, and your concerns/queries are not able to be addressed appropriately by us, the following services are available for assistance:

  1. Health and Disability Services Complaints Office (HaDSCO)

    08 6551 7600 or Free Call 1800 999 057

    HaDSCO is an independent state government agency providing a free impartial resolution service for complaints relating to health, mental health or disability services in Western Australia and the Indian Ocean Territories.

  2. Health Consumers Council of Western Australia (HCC)

    08 9221 3422 or Free Call 1800 620 780

    HCC’s Advocacy Service provides flexible, individualised support, including providing information about your health rights, helping you to get linked with a service, attending appointments with you and assisting you to make a complaint.

  3. Mental Health Law Centre (MHLC)

    08 9328 8012 or Free call 1800 620 285 (MHLC)

    The MHLC is a statewide specialist community legal centre specialising in mental health law. The MHLC can provide free legal advice and representation to people who are involuntary patients in the Western Australian Mental Health system. Subject to resources MHLC can also provide legal help, advice and representation in other areas of law including criminal, guardianship and administration, criminal injuries compensation, equal opportunity, discrimination and other civil matters.