We value all feedback - the good, the bad and the ugly.
Our team genuinely cares about getting things right, therefore we’d really like to hear from you if you feel that:
- the equipment or advice we’ve provided doesn’t seem right;
- the way you’ve been treated isn’t appropriate; or
- if your equipment isn’t working the way it was expected to.
We are continuously seeking to improve the experiences of the individuals, families and therapists who work with us. If we know something isn’t right we can take action(s) to rectify that – for you and for others who follow.
(Of course, we do appreciate hearing about positive experiences and suggestions you may have too… and we try to use those bits of feedback to enhance how we do things in the hope of delighting others in the future.)
Ways you can provide feedback
There are a number of different ways that you can provide the Motum team with your feedback. You can either contact the Motum team member that you have been working with, or you can get in touch with Kate (our Customer Experience Lead) who can work with you to help address or resolve the matter.
By speaking with us
If you are comfortable doing so you are always welcome to call us on 9381 2087.
By writing to us
You can always send us an email [hello @ motum.com.au or kate @ motum.com.au (with spaces removed)] or use our online contact form if you would like to outline your feedback in writing.
You can also send us a letter, addressing it to Motum, Unit 1, King Edward Rd, Osborne Park, WA, 6017.
What you can expect from us
Once we have your feedback we’ll take action. You can expect to hear back from us, either via phone or email, within 3-working days of the feedback being received.
At that point we’ll respond to your feedback, and, if appropriate, update you on the measures that are underway to address your concerns and/or suggest a path forward.
How to enlist additional help
While we would always hope to be able to resolve any issues, if you are unhappy with our response or wish to take the matter to an external party, you can contact the NDIS Quality and Safeguards Commission.
The NDIS Commission can take complaints from anyone about:
- NDIS services or supports that were not provided in a safe and respectful way
- NDIS services and supports that were not delivered to an appropriate standard
- how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant
A complaint can be made to the NDIS Commission by:
- Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
- National Relay Service and ask for 1800 035 544.