The role of our advocates
Our advocates are here to answer your questions, support you, encourage you to take action, and help you resolve issues with the treatment you have received.
You can also talk to them about any special communication needs you may have.
While they are not investigators or mediators, and don’t make decisions on whether there has been a breach of your right, they can support you through the whole complaint process.
Advantages of using an advocacy service
- Flexible and time effective.
- Gives you the opportunity to actively participate in finding a resolution.
- Gives providers the chance to explain their actions and work with you on the solution.
- Enables a better ongoing relationship between you and your provider.
Generally, people who resolve their disputes using an advocacy service are more satisfied because they have more control over the process and the results.
We have high satisfaction and resolution rates
- We consistently have an annual resolution rate of over 90% (this includes complaint withdrawals).
- 91% of consumers and 93% of providers who responded to satisfaction surveys (2018-19) said that they were satisfied or very satisfied with our service.
Our service is free and confidential
Your advocate will not talk to the health or disability service provider involved in your care about your concerns without you being present. You will receive any written communication directly – providers are asked to address this to you. Advocates will receive a copy only if you have requested that the provider send them a copy.