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Help improve our service

At APM we aim to always deliver the best possible service.

If the service you received wasn’t to the standard you expected from us, we want to know so we can make the necessary improvements.

We also want to hear from you if you have any feedback or suggestions to improve the service we deliver.

And if you feel one of our team members has gone above and beyond your expectations to provide excellent service, we would love to hear from you as well.


How to provide general feedback

The best way to share your compliments, raise a complaint or provide any feedback, is simply by calling our customer service team on 1800 276 276 or email support@apm.net.au

Our team will be happy to listen to you and where possible, help resolve any issues.

Otherwise our customer service team will raise your matter with the appropriate APM manager who will contact you to address your complaint directly.

See below for details on how to submit any compliments, complaints or feedback specific to APM Employment Services or APM Communities.

If you're with APM Employment Services

If you would like to share your feedback about APM Employment Services we recommend raising your compliment, complaint, or feedback with us directly, this is often the best way to get it quickly resolved.

You can contact:

You can also share your feedback through one of the APM online surveys at various stages of your employment services program.


What happens next?

Your complaint will be investigated and if it is unable to be resolved, will be escalated to the next level of management.

One of our staff will contact you to discuss the outcome or any steps needed to resolve the issue.

At any point, or you’re unhappy with the response, you can contact the Employment Services National Customer Service Line on 1800 805 260 or email nationalcustomerserviceline@dewr.gov.au.

Those participating in our Workforce Australia Services program can also choose to complete an online complaint form via the Department of Employment and Workplace Relations.

Those participating in our Disability Employment Services program can also choose to contact the Complaints Resolution and Referral Service (CRRS) on 1800 880 052.

 

If you're with APM Communities

If you make a complaint, we will resolve your issue as quickly as possible at the local level.

You can speak directly to your APM Communities Local Area Coordinator, or if you prefer, speak to APM’s Team Coordinator.

You can make contact with us in the way you feel most comfortable.

If you would prefer to provide feedback to the NDIS, please visit the feedback and complaints page on the NDIS website.

Alternatively, you can escalate your concerns to the NDIS Quality and Safeguards Commission.

The NDIS Quality and Safeguards Commission

The NDIS Quality and Safeguards Commission (NDIS Commission) is a new independent Commonwealth agency established to improve the quality and safety of NDIS supports and services.

The NDIS Commission is now in operation in all states and territories.

For information about making a complaint, visit the NDIS Commission website or call 1800 035 544.

For serious 'whistleblower' type complaints

APM has a Whistleblower Policy to ensure that its staff, customers and suppliers can reach out safely and confidentially if they have a serious ethical concern relating to any of the services provided by the APM Group.

Report your concerns via the Whispli platform. This link can be used via a mobile phone device, tablet, and desktop PC.

This will be handled confidentially by a team member independent from business operations.

While you may make anonymous notifications, it will be easier to deal with your concern if you provide a means to communicate with you, such as a telephone number.

Download APM's Whistleblower Policy