Feedback and Complaints

Learn about the different ways you can provide feedback or make a complaint.

At Activ we are committed to:

  • providing services that meet and exceed customer expectations,
  • encouraging our customers to let us know what we are doing well and how we can improve
  • listening to our customer feedback and complaints
  • investigating all complaints in a fair and timely manner
  • resolving complaints wherever we can, and improving our services as a result

As a customer, if something is not right for you, you are unhappy with your services, or you can recommend changes to our services or how we work, please tell us immediately. Our job is to understand and respond to your needs.

Any feedback or complaint raised is private, and is only shared with those who need to be involved.

Every complaint made to Activ is investigated, and feedback is provided to you. You should always know how long it will be before you will hear back from us.

Ways to provide feedback or make a complaint

In person/verbally:
  • Speak to your support worker or service coordinator
  • Call our complaints team on 08 9387 0555
In writing:
  • Ask a staff member for a feedback form or a complaints form.
  • Email Activ – feedback@activ.asn.au
  • Complete the feedback form or complaints form via our website. Click the buttons below to access the forms.
  • Write a letter to Activ at PO Box 446, Wembley, WA, 6913

Advocacy support

You are welcome to have a support person or advocate assist you to raise a complaint or feedback; we can help you access independent advocacy support if you need to.  Please let us know if you would like to engage an advocate or any other support, and if you have any preferred communication method so we can help arrange this for you.

Some advocacy providers include;

  • Carer’s WA

    www.carerswa.asn.au
    The peak body that represents the needs and interests of carers in Western Australia.

  • Ethnic Disability Advocacy Centre (EDAC)

    www.edac.org.au
    The peak advocacy organisation for people with disabilities from cultural and linguistically diverse backgrounds in WA.

  • Midlas

    www.midlas.org.au
    A community agency based in Midland that provides financial counselling, advocacy, and a limited legal service to people throughout the North East Metro region of Perth.

  • Office of the Public Advocate (OPA)

    www.publicadvocate.wa.gov.au
    Provides information, advice and training on guardianship, administration, Enduring Powers of Attorney and Enduring Powers of Guardianship to protect vulnerable Western Australian adults.

  • People with disabilities WA (PWdWA)

    www.pwdwa.org
    Provides non-legal advocacy to people with disabilities.

  • SECCA

    www.secca.org.au
    An organisation that support people with disabilities learn about human relationships, sexuality and sexual health.

External agencies that can help

Sometimes there are limits to what we can do.  If you feel our investigation findings and resolution are unreasonable, you can raise a complaint externally with:

Health and Disability Services Complaints Office (HaDSCO)
NDIS Quality and Safeguards Commission

Our Easy Read policies

For easy-to-read versions of important policies and documents click on the button below.

We look forward to speaking with you.