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Feedback

MotionMate Training is committed to delivering a high-quality service experience and meaningful outcomes. Your feedback - positive, constructive, or critical - helps us improve our care, communication, systems, and resources. We actively welcome feedback and will treat it seriously, respectfully, and without prejudice.

We value all feedback

We want to hear:

  • What is working well (so we can do more of it)

  • What could be improved (so we can fix it)

  • Any concerns about service quality, communication, scheduling, billing, or professionalism

  • Suggestions for new services, resources, or ways we can better support you

Providing feedback will not affect your access to services or the quality of care you receive. If you are unsure whether something “counts” as feedback, please share it - we would rather know.

How to provide feedback

You can provide feedback through any of the avenues below. Choose whichever is easiest for you.

1) Online feedback form

  • Use our website feedback form to send comments at any time.

  • You may provide your name and contact details, or submit feedback anonymously (where possible).

  • If you would like a response, please include your preferred contact method

2) Email

  • Send feedback directly to our email address on chad.mclean@motionmatetraining.com.au.

  • If you are comfortable, include:

    • Your name (or remain anonymous)

    • The date(s) of service

    • The clinician/service involved (if relevant)

    • A short description of what happened and what outcome you are seeking

3) SMS / Text message

  • If you prefer, you can text your MotionMate directly during business hours on (+61) 437 877 553.

  • This is suitable for quick feedback, minor concerns, or suggestions.

  • If the feedback is detailed or sensitive, we may ask to continue via email or a call to ensure it is handled appropriately.

4) Phone call

  • You can call us to provide feedback verbally on (+61) 437 877 553.

  • If we miss your call, please leave a message and we will return it as soon as practical.

5) In-session feedback

  • You are welcome to share feedback during your appointment.

  • Any feedback will be documented and actioned as deemed appropriate.

  • If you would prefer not to discuss it with your treating clinician, you can request to speak with the business owner/manager instead.

6) Written letter

  • You may provide feedback in writing and send it to our business address (available on the website).

  • This can be helpful for formal complaints or detailed feedback.

7) Reviews and public platforms (optional)

  • You may choose to leave a public review (e.g., Google).

  • While public reviews are appreciated, if your matter is time-sensitive or involves clinical or privacy-related details, we strongly encourage you to contact us directly so we can address it properly

Online Feedback Form

What happens after you submit feedback?

Acknowledgement and timeframes

  • We aim to acknowledge receipt of feedback promptly (generally within 2-3 business days where contact details are provided).

  • If you request a response, we will provide one as soon as practical. More complex concerns may take longer to review, particularly if we need to gather information.

How we handle your feedback

We will:

  • Listen carefully and treat your feedback respectfully

  • Clarify details if needed

  • Review what occurred (including relevant documentation, where appropriate)

  • Take reasonable steps to resolve concerns and improve our service

  • Let you know the outcome, where possible and appropriate

Outcomes may include

Depending on the issue, outcomes might involve:

  • An explanation and/or apology

  • Adjustments to communication, scheduling, or service delivery

  • Billing review or correction (where applicable)

  • A change of clinician (where feasible)

  • Process improvements or staff education

  • Referral to an external pathway if the matter is outside our scope

Privacy and confidentiality

We handle feedback in line with our privacy obligations. We will only collect and use information needed to respond to your feedback and improve service quality. We will not disclose your personal information to others unless required or permitted by law, or with your consent.

If you provide feedback anonymously, we will still review it; however, we may be limited in our ability to investigate or respond.

If you are not satisfied with our response

If you feel your concern has not been resolved, please let us know and we will review it further. You may also seek independent advice or support. If your services are funded through a third party (e.g., an insurer or plan manager), you may also choose to raise concerns with them.

Accessibility and support

If you would like help providing feedback (for example, due to communication needs or accessibility requirements), we will do our best to support you. You can also have a support person, nominee, or family member provide feedback on your behalf (with appropriate consent where required).

NDIS Complaint Pathway

If your supports are funded through the NDIS and you are not satisfied with our response, you have the right to make a complaint directly to the National Disability Insurance Agency (NDIA) or the NDIS Quality and Safeguards Commission.

You can contact the NDIS Quality and Safeguards Commission, which is responsible for handling complaints about NDIS service providers, including concerns about:

  • Quality or safety of services

  • How services are delivered

  • Provider conduct or professionalism

  • Whether services align with NDIS Practice Standards

How to contact the NDIS Quality and Safeguards Commission:

You can make a complaint yourself, or have a family member, nominee, or advocate assist you. Complaints can be made anonymously if you choose.

Raising a concern with the NDIS will not affect your access to supports or your right to receive services. We fully support participant choice, control, and the right to seek independent review.