Contact & Feedback

At Haven OT we welcome feedback, compliments and complaints. They help us improve the supports we provide. Anyone can raise a concern, including participants, families, guardians, support coordinators and other providers. You can do this at any time, and it will never affect the supports you receive.

How to contact us

  • Speak to your Occupational Therapist or Service Coordinator

  • Phone: 0433 302 608

  • Email: hello@haven-ot.com

  • Postal: 314/17 Freeman Loop, North Fremantle, WA 6159

  • Online: the Contact & Feedback form at haven-ot.com/contact (this page!)

You can make a complaint verbally or in writing. You can also make it anonymously, although we may not be able to follow up with you. You can ask a family member, friend, advocate or support person to speak on your behalf.

What happens next

  1. We will acknowledge your complaint within 2 business days, using your preferred way of communicating.

  2. We will look into it fairly and keep you updated.

  3. We aim to resolve it within 21 days. If it will take longer, we will tell you why and give you a new timeframe.

  4. We will tell you the outcome and what we have done about it. If you are not happy with it, you can ask for it to be reviewed.

Support to make a complaint
You can use an independent advocate at any stage. If you need information in another format or language, or help from an interpreter, let us know and we will arrange it.

If you’re not satisfied with our response
You can contact the NDIS Quality and Safeguards Commission at any time. You don’t have to raise it with us first.

If you are unhappy with how the NDIS Commission handled your complaint, you can contact the Commonwealth Ombudsman.

Our commitment
We will not reduce, change or withdraw your supports because you have made a complaint or given critical feedback.

What are People Saying?

  • "Engaging Haven for OT as part of my son’s therapy plan has been beneficial. Seb has developed a structured and step by step way for him to learn and practise life skills. My son can now make a toasted sandwich and shower with minimal assistance. The reports they generate is comprehensive and easy to read, making life easy at reviews."

    Dawn

  • "Seb has built excellent rapport with our son, and he is gaining the life skills that he will need in the future. We couldn't recommend this organisation highly enough, and Seb always makes time to provide feedback after sessions and address any areas that our son needs support with. Seb is wonderfully supportive and has a lot of empathy for his clients."

    Jacqui

  • "I write to compliment the professionalism and excellent interaction we have had from Justine. Her report writing and attention to detail is to be commended. Justine is a wonderful asset to your team."

    Lynn and Cahir

  • "Seb helped me feel heard and not invisible. Made me feel comfortable and has helped me through occurring difficulties that I face in daily life. Thank you for being a beacon of hope."

    Danny

  • "I have found safe haven with the team at Haven! They are warm, friendly, resourceful and a wealth of knowledge! Thankyou Haven 😀"

    Annette

  • "Being carers of multiple children with complex developmental delays we are often tired and overwhelmed, not to mention frustrated with the constant need to advocate for our kids rights to the supports they need and deserve. Your patience and empathy with our kids, and us as a family unit, is very much appreciated and I genuinely feel grateful to have you as part our holistic team. I used to feel like an OT is just someone we pay to write tick box reports, but you actually seem to embrace and value who my kids are as funny, creative, sporty and insightful little people with big dreams and goals. With you helping guide us the future is feeling much brighter and I have renewed hope that my kids will receive the best support possible to reach their hopes and dreams.... whatever they may be. "

    Shay

  • "Your hard work and efforts to continually support mum's best interests is something our family is truly grateful for and we are blessed to have you on Jen's team 🙏"

    Lisa