Contact Us

1300 208 594

General Enquiries

hello@avenuesaustralia.com

Invoicing Enquiries

accounts@avenuesaustralia.com

 

Melbourne

80 Dorcas Street,
Southbank, 
Victoria, 3006

Hours
Monday–Friday
9am–5pm

 

Perth

29/226 Beaufort Street,
Perth,
Western Australia, 6000

Hours
Monday–Friday
9am–5pm

Translating & Interpreting Service

If you need a language interpreter to help with your enquiry, contact the Translating and Interpreting Service (TIS) on 13 14 50. Alternatively, you can contact us we will arrange an interpreter on your behalf.

National Relay Service

If you are deaf, hard of hearing or have a speech impairment, you can contact us via the National Relay Service. Visit www.relayservice.gov.au and ask for 1300 208 594.

Request a Service

If you require support to access our service, you can engage an advocate to support you. For more information about advocacy and a list of advocates available in your region, click the following link: Advocacy Services.

Request a Service

Compliments & Complaints

  • Try speaking with us about your concerns

    You may choose to raise your concern or complaint with us first if you can. This is often the easiest and quickest way to resolve things.

    Try writing down your concerns

    Writing it all down allows you to present all the information logically. This makes it easier for for all stakeholders to understand what’s happened. It also gives you a written record of your concerns.

    Focus on facts

    Feeling distressed, angry or frustrated about things that affect your life or your loved ones is understandable. However, a complaint that details the facts and events will help all stakeholders (including us) to assess it.

    Include important information

    Try to include as many details as you can, such as names, dates and locations.

    Be clear about what you want

    Think about what you'd like to see happen because of the complaint. It should be reasonable and in your best interests or the affected client.

    For example, you may want:

    • an apology.

    • an explanation of what happened.

    • a plan from from the organisation (including us) to prevent it from happening again.

    Ask for help

    Making a complaint can be confronting, especially if you have an ongoing and long relationship with us or the organisation you are complaining about. If you’re concerned, ask a friend or family member to help you write your complaint.

    Contact an advocacy service

    An advocate can:

    • help you make decisions that affect your quality of life.

    • explain your rights and responsibilities.

    • discuss options for taking action.

    • support you when you raise a concern with us or a provider.

    • help you at any stage of the process.

    For information about how to contact an advocacy service, read our article on advocacy services. https://www.avenuesaustralia.com/information/championing-inclusion

  • For people with disability accessing disability services in WA call (08) 6551 7600 or freecall 1800 999 057

  • To provide a complaint about the quality of NDIS funded services call 1800 035 544 or TTY 133 677 or for National Relay Service ask for 1800 035 544. You may also fill in the online form on the NDIS Commission website https://www.ndiscommission.gov.au/contact-us/makeacomplaint

  • If you would like provide a complaint relating to your funding and your NDIS Plan call 1800 800 110; email feedback@ndis.gov.au; or visit the NDIS website to fill our the complaints form https://www.ndis.gov.au/contact/feedback-and-complaints/contact-and-feedback-form

  • If you have a Home Care Package (HCP) and are receiving services you can make a complaint directly to Aged Care Quality and Safety Commission by calling 1800 951 822 or completing the complain form on the website found by clicking this LINK.

Feedback Form

We want to know when we are doing something well so that we can keep doing it. We also want to know if there are areas which we can improve. Your feedback is very important to us and informs all our planning and improvements. You or your supporters can provide feedback to us by filling out the online Feedback Form, calling us or sending us an email.

Speaking with us is a good first step. However, if you have provided us feedback on how we can improve the way we do things, and are unhappy with how we have responded to your concerns, you or your supporters can submit a complaint to the agencies listed below.