Client Experience Committee
At ONCALL | SACARE, we believe the people who experience our services should have a genuine say in how those services are designed, delivered and improved.
Our National Client Experience Committee brings lived experience directly into our decision-making, creating a dedicated space for clients and representatives to share what matters, challenge the way we do things and help shape better experiences for people across Australia.
Why the Committee exists
The Client Experience Committee gives people with lived experience of disability a formal way to inform, influence and improve our services, strategy and client outcomes.
Listen
We create space for open and honest feedback from the people who experience our services.
Influence
Committee members contribute to decisions, service design and the future direction of ONCALL | SACARE.
Improve
We turn feedback and lived experience into opportunities to improve the quality, safety and experience of care.
Turning lived experience into action
The Committee is more than a place to provide feedback. Members have the opportunity to contribute to meaningful areas of our organisation, including:
Client experience, quality and safety
Service design and continuous improvement
Client-facing policies, information and communications
Identifying emerging risks and opportunities
Co-designing new services, programs and initiatives
Strategic planning where the client voice matters
The Committee meets throughout the year, with key themes and recommendations shared with ONCALL | SACARE’s Executive and Board. Importantly, there is a commitment to closing the loop and demonstrating how the Committee’s advice has been considered.
Meet our Chair
Kellie
Chair, National Client Experience Committee
Kellie brings both passion and lived experience to her role as Chair of the National Client Experience Committee.
As a mum of two children who receive NDIS services, she understands first-hand the highs, frustrations and wins that families can experience when navigating the disability sector. That perspective drives her commitment to making life better for clients, families and the people who support them.
As Chair, Kellie wants the Committee to be a space where people feel comfortable saying what they really think. Ideas, aspirations and constructive feedback are all encouraged, because she believes some of the most valuable insights come directly from clients, families and frontline teams.
Known for being enthusiastic, fair and authentically herself, Kellie believes strong relationships, genuine listening and honest conversations are essential to creating better experiences.
“I gave up trying to be ‘normal’ years ago. Life is better when you embrace your weirdness. People appreciate authenticity over perfection every time.”
Your Questions, Answered
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The Client Experience Committee brings together people with lived experience to help shape how ONCALL | SACARE designs, delivers and improves its services.
It provides a formal way for the client voice to influence decisions, service design, quality, safety and the overall experience of the people we support.
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The Client Experience Committee meets every second month.
These regular meetings give members the opportunity to raise feedback, discuss emerging issues, review progress and contribute to future improvements across ONCALL | SACARE.
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The Committee considers a range of topics that can impact the experience of our clients, including:
Service quality and safety
Client feedback and emerging issues
Service design and improvement
Client-facing information and communications
New programs, services and initiatives
Accessibility and inclusion
Opportunities to improve the overall client experience
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Feedback doesn’t stop at the meeting.
We use a clear “What we heard” and “What we’re doing” approach to make sure important feedback is captured, considered and followed through.
What we heard
We summarise the key themes, ideas and concerns raised by Committee members.
What we’re doing
We outline the actions being taken in response, including improvements being investigated, work underway or areas requiring further consideration.
This helps us remain accountable and gives Committee members visibility over how their feedback is influencing the organisation.
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Accountability is built into how the Committee operates.
Actions and agreed improvements are tracked over time, with progress reviewed at future meetings. Key themes and recommendations are also shared with ONCALL | SACARE’s leadership and governance teams.
Where possible, we will continue to share “What we heard / What we’re doing” updates so clients, families and our wider community can see how lived experience is contributing to meaningful change.
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The Committee includes people who bring different lived experiences, perspectives and insights from across the communities we support.
It is led by an independent Chair and supported by ONCALL | SACARE team members who help coordinate meetings, capture actions and ensure feedback reaches the appropriate areas of the organisation.
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Yes. The Committee is an advisory group designed to bring lived experience directly into organisational decision-making.
Members can provide advice on client experience, quality and safety, contribute to service design and co-design, review client-facing materials, identify emerging issues and help inform future planning.
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No.
Complaints and concerns can help us identify opportunities for improvement, but the Committee has a much broader role.
Members can share ideas, positive experiences, emerging needs, opportunities, aspirations and feedback about what could make services better in the future.
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For more information about the Client Experience Committee, you can contact our team at:
cec@oncall.com.au
1300 145 636
Let’s Work Together
