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Acting on your feedback

Jan 29, 2016


Thanks to everyone who completed our ‘Looking for better ways’ customer survey in February 2015. Your feedback has helped us to make a difference to all of our customers.

Below are five of the key areas identified for improvement in 2015 with our plans and progress in addressing your feedback.

To complete the 2016 customer satisfaction survey, visit the survey page

Communication and feedback

  • Communication should be timely and relevant
  • You would like feedback to be easy to give and always acted upon
  • Key contact established for each customer
  • Your key contact will be responsible for providing relevant timely information and dealing with your day to day enquiries
  • e-Newsletter sent out quarterly – sign up
  • Customer feedback process in place, including a central log
  • Feedback can be submitted online at any time
  • Customer survey feedback addressed across organisation
  •  Online customer portal where you can access information specific to your needs when you need it
Customer Service

  • Our planning and delivery must meet and be responsive to your needs
  • You want access to clear, comprehensive documentation
  • Providing excellent customer service embedded as a Rocky Bay value and a key strategic goal
  • Customer service committee established to ensure customer focus across the organization
  • We are opening new facilities in Midland and other locations to provide local access to our services
  • Individual service level agreements being completed for every customer
  • Customer charter now in place
  • Customer service training given to all staff
  • Quality framework in place
  • Business improvement team manage internal and facilitate external operational audits
  • Major upgrade of client management system
  • Cohesive workflows, and increased collaboration across all of Rocky Bay
  • Online customer portal for management of appointments, services and information

  • You want to see the same people each time
  • Where staff changes occur, new staff must be fully informed
  • You want to continue to feel safe and supported
  • Key contact established for each customer
  • Some teams restructured to ensure adequate support and guidance
  • Support worker buddying and floating staff to cover sickness
  • Improved staff retention rates
  • Safeguarding policy in place with over 400 staff going through training via induction and/or specific sessions
  • Ongoing safeguarding training and refreshers across entire organisation

Range of services

You would like more information on the services you could access

  • Centralised customer engagement team established to do the digging for you and answer your questions on all Rocky Bay services
  • Staff knowledge of other services improved through training, internal communications and cross functional workshops
  • Service finder on website, ordered by common life transition stages
  • Welcome packs detailing our full complement of services
  • Ongoing promotion of services and opportunities via e-news and our website


You would like more information and guidance on what the changes will mean for you

  • General information about NDIA / NDIS My Way on our website
  • Centralised customer engagement team will walk with you through the planning process answering any questions you have
  • Proactive contact of customers in NDIA/NDIS My Way areas to support you through the process

As you can see, we believe we have made good progress in addressing many of the points raised in the survey. We will continue to invest in customer service systems, processes and staff skills, looking for better ways to provide you with excellent customer service and support you for many years to come. Of utmost importance to us all is the continuity and consistency of quality services.

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