About this resource
Feedback helps services improve, but standard forms can be hard to use. This accessible form uses faces and simple questions about how the person was treated, communication and support, with space for compliments, concerns and ideas. It explains what happens next and other ways to raise concerns.
Purpose
To make it easy and safe for participants to give feedback in a way that suits them.
Who it is for
Primary profession: NDIS providers and support coordinators. Also relevant for disability support workers.
Client or participant group: NDIS participants, families and supporters giving feedback to a provider.
Practice setting: Provider feedback and complaints processes.
Suggested uses
- Ongoing feedback
- Service reviews
- After a change or incident
- Quality improvement
Instructions for practitioners
- Offer the form in different ways: paper, online, by phone or in person.
- Make it clear that feedback will not affect services.
- Respond within your stated timeframe.
- Record and act on feedback according to your complaints management process.
Instructions for clients or participants
- Circle a face for each question.
- Write or say anything else.
- Give it to someone you trust or send it to us.
Accessibility considerations
Faces, plain language and large print. Can be completed with support or verbally.
Scope and limitations
A feedback form template. It does not replace your complaints management system or obligations.
Research basis
Human rights frameworks and research on the dignity of risk support people's right to make their own choices, including choices that involve some risk. Easy Read standards and disability rights frameworks support people's right to accessible information; test Easy Read materials with the people who will use them.
- Ibrahim, J. E., & Davis, M. (2013). Impediments to applying the ‘dignity of risk’ principle in residential aged care services. Australasian Journal on Ageing, 32(3), 188–193. https://doi.org/10.1111/ajag.12014
- Inclusion Europe. (2009). Information for all: European standards for making information easy to read and understand. https://www.inclusion-europe.eu/easy-to-read-standards-guidelines/
- United Nations. (2006). Convention on the Rights of Persons with Disabilities. https://www.ohchr.org/en/instruments-mechanisms/instruments/convention-rights-persons-disabilities
What is included
A 2-page printable A4 PDF, including a practitioner notes page with the research basis (version 1.0).
Originality
Original Practitioner Plus content: wording, activity structure, layout and icons were created for this resource. No third-party worksheets, illustrations or text were reproduced.
