Step 1

Please get in touch with the Postural Innovations Consultant working with you to try and resolve any issue. This will give the Consultant a chance to hear what has happened and will attempt to address the issue immediately. If the matter cannot be resolved promptly or within 24 hours, it will be escalated to a Postural Innovations Director. Alternatively, you can use our online Feedback Form to formally lodge a complaint. A Postural Innovations Consultant can assist you to do this if you wish.

Step 2

If you are unhappy with how the matter was resolved by your Consultant, please phone the Postural Innovations Head Office on (03) 9361 2234 to speak with a Director who will aim to resolve the matter with you.

Step 3

If the matter requires further investigation, a Postural Innovations Director will conduct an inquiry and notify you of the outcome of the investigation as well as any further steps which need to be taken to resolve the issue. Your complaint will be formally acknowledged within two working days and you will be updated regarding its resolution. Postural Innovations aims to respond to all complaints and grievances as quickly as possible, and within 28 days from acknowledgement. If a complaint or grievance cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected.

Step 4

If you feel a complaint has not been sufficiently or appropriately addressed, or you are unhappy with the outcome of the investigation or how the matter was resolved, you can seek further support from the Postural Innovations Directors, or alternatively through any of the agencies listed below.

Australian Health Practitioner Regulation Agency (AHPRA)

Online: https://www.ahpra.gov.au/About-AHPRA/Complaints.aspx

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If your complaint relates to a Therapy Support or Allied Health Assistant service:

NDIS Quality and Safeguards Commission

Phone: 1800 035 544
Online: www.ndiscommission.gov.au

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National Disability Insurance Agency (NDIS Participants)

Email: feedback@ndis.gov.au
Phone: 1800 800 110
Online: ndis.gov.au

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Victorian Department of Health and Human Services

Email: complaints.reception@dhhs.vic.gov.au
Phone: 1300 884 706
Online: dhhs.vic.gov.au

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Victorian Disability Services Commission

Email: complaints@odsc.vic.gov.au
Phone: 1800 677 342 (TTY 1300 726 563)
Online: odsc.vic.gov.au
Skype: call or email to book a Skype session

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Australian Human Rights Commission

Phone: 1300 656 419
Online: humanrights.gov.au

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Commission for Children and Young People Victoria

Phone: 1300 78 29 78
Email: childsafe@ccyp.vic.gov.au
Online: ccyp.vic.gov.au

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Office of the Commissioner for Privacy and Data Protection

Phone: 1300 666 444
Online: cpdp.vic.gov.au

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Victorian Ombudsman

Phone: (03) 9613 6222 or (rural callers) 1800 806 314
Online: ombudsman.vic.gov.au

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Office of the Public Advocate

Phone: 1300 309 337 or (03) 9603 9500 or TTY: (03) 9603 9259
Online: publicadvocate.vic.gov.au/opa-feedback-and-complaints

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Independent Broad-based Anti-Corruption Commission

Phone: 1300 735 135
Online: ibac.vic.gov.au