Feedback & Complaints Management Policy
Your feedback matters. Participants, families, carers and advocates should be able to raise concerns without fear of disadvantage.
What is a complaint?
A complaint is an expression of dissatisfaction about support, a decision or an experience. Feedback can also include suggestions or recognition of positive experiences.
How to give feedback
You can raise a concern with your support team, ask an advocate to assist, or use the enquiry form to request a conversation. Communication preferences and accessibility needs should be respected.
How we handle complaints
Concerns should be acknowledged, considered fairly and handled respectfully. The person making the complaint should be informed about the next steps and the outcome.
Confidentiality
Information should be shared only with people who need it to respond appropriately, subject to legal and safeguarding requirements.
External support
You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544, or visit ndiscommission.gov.au. You do not need to raise a complaint with a provider first.
Continuous improvement
Feedback should inform improvements to the quality, safety and accessibility of support.