Our commitment
We take all feedback and complaints seriously. You will be treated with respect, listened to carefully, and never disadvantaged for speaking up. Raising a concern will not affect your access to services or the quality of support you receive.
What you can give feedback about
You can provide feedback or make a complaint about:
- the quality of care or support you receive
- how staff communicate with you or your family
- decisions that affect your services, schedule or supports
- how safe, respected or included you feel
- our policies, processes or paperwork
- anything else you think we could do better.
How to give feedback or make a complaint
You can contact us in the way that feels easiest for you:
- Verbally — speak with a support worker, team leader or manager.
- By phone — call the office and ask to speak with a senior staff member.
- In writing — send us an email or letter outlining your feedback or complaint.
- Through a representative — ask a family member, friend, carer or advocate to contact us on your behalf.
If you need help to make a complaint, we can support you to access an independent advocate or interpreter.
What happens after you contact us
- We will acknowledge your complaint as soon as possible, usually within two (2) working days.
- We will listen to your concerns, clarify what outcome you are hoping for, and explain the next steps.
- We will investigate the issues raised in a fair and impartial way.
- We will keep you updated and let you know the outcome and any changes we will make.
Wherever possible, we aim to resolve complaints quickly and informally. Some matters may take longer if they are more complex or involve multiple organisations.
Making a complaint anonymously
You can choose to make a complaint without giving your name. We will still review the information provided, but there may be limits to how much we can investigate or communicate back to you if we cannot contact you directly.
If you are not satisfied
If you are unhappy with the outcome of your complaint, or do not feel comfortable raising it directly with us, you can seek support or make a complaint to external bodies such as:
- relevant advocacy services
- the NDIS Quality and Safeguards Commission (for NDIS-related concerns)
- the Aged Care Quality and Safety Commission (for aged-care related concerns).
We can provide contact details and support you to access these services if you wish.
Privacy and confidentiality
All feedback and complaints are handled in line with our Privacy Policy and complaint handling procedures. We will only share information with staff or external agencies who need it in order to respond to your concern or where we are authorised or required by law to do so.