Complaints Process Policy

We welcome feedback and complaints because they help us understand what is working well and where we can improve. Every participant has the right to raise a concern or make a complaint without fear of being treated differently or having their supports affected.

Making a complaint

You can make a complaint at any time if you are unhappy with a support, staff member, decision or experience.

A complaint can be made by:

• Speaking directly with a staff member or manager.
• Contacting us by phone or email.
• Asking a family member, carer, advocate or other trusted person to make a complaint on your behalf.
• Providing feedback in writing if you would prefer not to discuss the matter verbally.

You do not need to use formal language or follow a complicated process. We will listen to your concerns and help you explain what has happened.

What happens next

When we receive a complaint, we will:

• Listen carefully and treat your concerns seriously.
• Respect your privacy and confidentiality.
• Record the complaint appropriately.
• Review the issue fairly and without bias.
• Keep you informed about what is happening.
• Give you an opportunity to explain your concerns and provide any relevant information.
• Take reasonable steps to resolve the issue as soon as possible.
• Let you know the outcome and any actions that have been taken.

Where possible, we will work with you to find a practical resolution that addresses your concerns.

Your right to support

You may have a family member, carer, advocate, support coordinator or another trusted person assist you during the complaints process.

We can also provide information in a way that is easier for you to understand if required.

No disadvantage for making a complaint

Making a complaint will not affect your access to supports or the way you are treated.

You have the right to raise concerns openly and safely. We do not tolerate retaliation, discrimination or unfair treatment towards anyone who makes a complaint.

If you are not satisfied

If you are not happy with the way your complaint has been handled, you can ask for the matter to be reviewed.

You may also choose to make a complaint to the NDIS Quality and Safeguards Commission if the matter relates to NDIS supports or services.

The NDIS Commission can be contacted on 1800 035 544 or through their website.

Our commitment

We aim to respond to complaints respectfully, fairly and promptly. Feedback is used to improve our services, systems and the experience of the people receiving support from us.