We encourage feedback and bringing complaints to our attention – it is how we learn and improve the services we deliver.
We manage and respond to complaints consistent with the NDIS (Complaints Management and Resolution) Rules 2018.
COMPLAINTS
If you wish to provide feedback or make a complaint about Advanced Finance Group’s staff or services contact:
- André Barkhuizen, Director
- Phone: +61 (0) 497 432 090
- Email: andre@advancedfinancegroup.com
If you are not happy with how we respond to your complaint you can complain to the National Disability Insurance Agency:
- Phone: 1800 035 544
- Website: https://www.ndiscommission.gov.au/participants/participants-make-complaint
INCIDENTS
We manage Incidents consistent with the NDIS (Incident Management and Reportable Incidents) Rules 2018.
PREVENTING INCIDENTS
We will take all reasonable steps to prevent, respond to, resolve, and (where relevant) report any incidents or harmful situations involving a person with disability.
We will promptly address any concerns we identify, or are brought to our attention, that may impact on the quality and safety of the supports we deliver.
DEAL WITH INCIDENTS WHEN THEY OCCUR
We address incidents immediately wherever possible, or as soon as we become aware of them.
We keep a register of incidents that is reviewed every six months as part of our risk management process.
INVESTIGATE WHY THEY HAPPENED
We investigate incidents to find out why they happened and prevent similar incidents in the future.
REPORT TO THE COMMISSION (WHERE REQUIRED)
We will notify the NDIS Quality and Safeguards Commission of incidents as required by the NDIS (Incident Management and Reportable Incidents) Rules 2018.
MAKE CHANGES TO PREVENT SIMILAR INCIDENTS IN THE FUTURE
If we can improve the way we do things to prevent future incidents we will do so.
ADVANCED FINANCE GROUP
- 6 Dippel Street, Middle Ridge
- Toowoomba QLD 4350
- +61 (0) 497 432 090
ADVISORY & FINANCE BROKING
INTERNAL DISPUTE RESOLUTION
If you do have a complaint, please let us know by email, because if we don’t know about it we can’t fix it. You may also contact us by email addressed to; The Complaints Officer at André Barkhuizen andre@advancedfinancegroup.com or on +61 (0) 497 432 090, please make sure you include as much information as you can.
You should explain the details of your complaint as clearly as you can. You must do this in writing. When we receive a complaint, we will attempt to resolve it promptly.
Advanced Finance Group 