Mable Easy English Guides

Complaints Policy

This guide tells you about Mable’s complaints policy.

This guide is written by Mable.

Mable is where you can find independent support workers online.

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About this guide

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This guide tells you about Mable’s complaints policy.

The Mable logo

This guide is written by Mable.

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Mable is where you can find independent support workers online.

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Contact information is at the end of this guide.

Hard words

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This guide has some hard words. The first time we write a hard word:
  • the word is in blue
  • we write what the hard word means.

There is a list of hard words at the end of the guide.

Get help with this guide

Someone can help you:

  • read this guide
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  • know what this guide is about
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  • find out more.

Mable's promise

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Mable has a complaints policy.

A complaints policy is a set of rules.

Mable uses these rules to know what to do when:

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  • something goes wrong
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  • you are unhappy about something.
The Mable logo

At Mable, we want people to feel:

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  • safe
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  • supported.
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We want you to know:

  • we will listen to you
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  • we will act fairly.

How Mable manages complaints

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We have some rules that help us know what to do when:

  • someone has a complaint
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  • there was an incident.
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A complaint is when you tell someone about:
  • something that went wrong
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  • something you are unhappy about.
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An incident can be something that happens that:

  • causes harm
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  • could cause harm.
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An incident should be about:

  • safety
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  • health
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  • if someone breaks Mable’s rules.

Our first rule is ‘we listen to you’

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Our first rule is ‘we listen to you.’

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You can tell us when you are unhappy.

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We will always treat you with respect.

Our second rule is ‘easy to use’

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Our second rule is ‘easy to use.’

It should be easy for you to:

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  • make a complaint
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  • tell us about an incident.
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We will share information in:

  • simple language
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  • different ways.
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Making a complaint is free.

Our third rule is 'fair and honest'

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Our third rule is ‘fair and honest.’

We look at all complaints and incidents in a fair way.

The person who decides what to do will not have a
conflict of interest.

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A conflict of interest is when someone can not make a fair choice, sometimes because of:

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  • their beliefs
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  • what they do
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  • who they know
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  • something else.
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You can ask us to look at the choice we made about your report again, if:

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  • you are not happy about it
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  • you don’t agree with it.

Our fourth rule is 'everyone is treated fairly'

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Our fourth rule is ‘everyone is treated fairly.’

We treat all complaints the same.

Our fifth rule is 'your information is safe'

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Our fifth rule is ‘your information is safe.’

Most of the time, we do not share your information.

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Sometimes we need to share your information with other people. 

We follow the Australian privacy laws.

Our sixth rule is 'we learn and get better'

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Our sixth rule is ‘we learn and get better.’

We look at all incidents and complaints.

We learn from all incidents and complaints.

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This helps us:

  • make our services better
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  • stop problems from happening again.
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We keep records of everything.

Records are a way of saving information so we can:

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  • find it again later
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  • remember what happened.

Our seventh rule is 'keeping you safe'

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Our seventh rule is ‘keeping you safe.’

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We do not allow:

  • abuse
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  • neglect
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  • violence.
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Abuse is when someone:

  • hurts you
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  • treats you badly.
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Neglect is when someone doesn’t take care of a person who needs help.

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Violence is when someone:

  • hurts someone
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  • damages something.
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They can do this by:

  • hitting
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  • punching
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  • kicking
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  • slapping
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  • pushing
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  • using a weapon.
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If something like this happens, we will:

  • act fast
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  • support you
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  • try to stop it from happening again.

What to do when there is an incident

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What to do when there is an incident.

Tell us what happened.

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You can write down what happened in:

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You can tell us what happened in a phone call.

You can call 1300 736 573.

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Mable’s office hours are Monday to Friday

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8 am to 6 pm (Sydney time).

What we do when there is an incident

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What we do when there is an incident.

When you tell us what happened, we:

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  • write down what happened
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  • tell you we got your report
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  • give you a special number.
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We think about:

  • how bad it is
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  • how it hurts people
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  • what needs to be done.
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We tell others who need to know what happened.

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We will tell your provider about the incident.

Your provider might report the incident to:

NDIS logo
  • the NDIS Quality and Safeguards Commission
Aged Care Quality and Safety Commission logo
  • the Aged Care Quality and Safety Commission.
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Mable will report the incident if:

  • your provider cannot report it
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  • it is serious.
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There are laws that say we need to report some incidents to:

  • the police
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  • child protection services.

After an incident

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After an incident

We make a plan to look into the incident.

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We think about your safety.

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We might stop someone from using Mable.

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We might give someone a warning.

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A warning is when you tell someone:

  • what they did is wrong
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  • not to do it again.
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We might help you find a new support worker.

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If we can, we tell you:

  • what happened
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  • why it happened
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We will close the report once everything is done.

What if you're still unhappy

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What if you’re still unhappy?

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You can ask us to look at the choice we made about your report again, if:

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  • you are not happy about it
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  • you don’t agree with it.
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You can email trustandsafety@mable.com.au.

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Tell us:

  • why you are unhappy
The numbers 0285593 in a box
  • the special number we gave you when you told us about the incident.
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You have 3 months to tell us you are unhappy with our decision.

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Our Trust and Safety team will look at your email.

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They will try to make a choice in 21 days.

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We will tell you what choice we make about your appeal.

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An appeal is when you tell someone:

  • that you don’t agree with their choice
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  • why you want a different answer.

We will tell Mable’s board about the choice we make.

If you are still not happy after your appeal, you can go to other places for help.

NDIS logo

This could be:

  • the NDIS Quality and Safeguards Commission
Aged Care Quality and Safety Commission logo
  • the Aged Care Quality and Safety Commission
  • a government Ombudsman in your area.

Keeping Mable safe for everyone

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Keeping Mable safe for everyone

We do things to keep people safe when they use Mable.

We might:

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  • close someone’s account
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  • stop someone using Mable for a short time.
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We might do this if someone:

  • lies about something
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  • hurts someone
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  • is violent
  • keeps breaking our rules
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  • is being investigated by the police
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  • is being investigated by official groups.
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Investigated means something is being looked at to see what happened.

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We will help you find a new support worker if we:

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  • close the worker’s account
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  • stop the worker from using Mable for a short time.

Word list

Abuse

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Abuse is when someone:
  • hurts you
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  • treats you badly.

Appeal

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An appeal is when you tell someone:
  • that you don’t agree with their choice
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  • why you want a different answer.

Complaint

Illustration of a woman with a shocked look on her face and a speech bubble with an exclamation mark
A complaint is when you tell someone about:
  • something that went wrong
Illustration of a woman with a sad look on her face
  • something you are unhappy about.

Complaints policy

Illustration of a man holding a piece of paper
A complaints policy is a set of rules. Mable uses these rules when:
Illustration of a hand giving a thumbs down
  • something goes wrong
Illustration of a woman with a sad look on her face
  • you are unhappy about something.

Conflict of interest

Illustration of a woman with her hands held together in prayer
A conflict of interest is when someone can not make a fair choice because of:
  • their beliefs
Illustration of a woman holding a work folder and pointing her index finger towards the sky
  • what they do
Illustration of a man and a woman talking to each other at a table
  • who they know.

Incident

Illustration of a woman with a sad look on her face
An incident can be something that happens that:
  • causes harm
Illustration of a woman with a shocked look on her face and a speech bubble with an exclamation mark
  • could cause harm.
Illustration of a woman

An incident could be about:

  • safety
An illustration of an older man lifting weights
  • health
Illustration of a man holding a piece of paper
  • if someone breaks Mable’s rules.

Investigated

Illustration of a man using a magnifying glass to read a book
Investigated means something is being looked at to see what happened.
Illustration of a man waving

We will help you find a new support worker if we:

Illustration of a laptop with a red cross in front of it
  • close the worker’s account
Illustration of a laptop with the Mable logo on the screen and a man in front holding his hand up to tell someone to stop
  • stop the worker from using Mable for a short time.

Neglect

Illustration of a support worker pushing an older man in a wheelchair
Neglect is when someone doesn’t take care of a person who needs help.

Record

Illustration of a manila folder
Records are a way of saving information so we can:
Illustration of a man using a magnifying glass to read a book
  • find it again later
Illustration of a person with their hand on their chin while they're thinking, with a thinking bubble showing scribbles
  • remember what happened.

Violence

Violence is when someone:
  • hurts someone
Illustration of a man with a broken arm in a sling
Illustration of a broken window
  • damages something.
Illustration of a hand slapping a man's face

They can do this by:

  • hitting
Illustration of a fist punching a man's face
  • punching
Illustration of a man kicking air
  • kicking
Illustration of a hand slapping a man's face
  • slapping
Illustration of one woman pushing another woman
  • pushing
Illustration of a man holding a baseball bat over his shoulder
  • using a weapon.

Warning

Illustration of a man with a confused look on his face, holding up his hand with his index finger pointed up
A warning is when you tell someone:
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  • what they did is wrong
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  • not to do it again.

About Mable

Mable is a website.

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It helps people find independent support workers.

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You can contact Mable.
Phone: 1300 73 65 73

Website: www.mable.com.au

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Email: support@mable.com.au

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Mable’s office hours are Monday to Friday,
8 am to 6 pm (Sydney time)

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I want to find support:

For myself, a client or on behalf of a friend or family member.

I want to provide support:

As a support worker, nurse, allied health professional, gardener or cleaner.