1. Our Commitment

At [Your Organisation Name], we are committed to delivering high-quality, respectful, and person-centred services.
We value all feedback — whether positive, negative, or neutral — as it helps us improve and ensure we continue to meet the needs and expectations of our clients, families, and community.

We take all complaints seriously and handle them promptly, fairly, and with confidentiality.

2. Purpose of This Policy

This policy outlines how clients, their families, advocates, staff, and members of the public can provide feedback or lodge a complaint about our services, staff, or practices.
It explains how complaints will be managed, investigated, and resolved.

3. Your Right to Complain

Everyone has the right to make a complaint without fear of retribution or negative consequences.
You can:

• Make a complaint at any time

• Have your complaint heard respectfully and taken seriously

• Have a support person or advocate assist you

• Withdraw a complaint at any stage

• Remain anonymous if you wish

We will ensure that making a complaint does not affect the support or services you receive.

4. How to Make a Complaint

You can submit your feedback or complaint through any of the following channels:

In person: Speak to a staff member or manager directly
By phone: [Insert Phone Number]
By email: [Insert Email Address]
Online: Via our contact or feedback form on our website
By mail: [Insert Business Address]

If your complaint relates to an NDIS-funded service, you may also contact the NDIS Quality and Safeguards Commission:

• Phone: 1800 035 544

• TTY: 133 677

• Website: www.ndiscommission.gov.au

5. What Happens After You Make a Complaint

1. Acknowledgement – We will acknowledge your complaint within 5 business days of receiving it.

2. Review – We will investigate the issue promptly and fairly.

3. Resolution – We aim to resolve complaints within 20 business days, and we will keep you informed throughout the process.

4. Outcome – Once a decision has been made, we will explain the outcome to you and any actions taken.

If you are not satisfied with the outcome, you may request an internal review or refer the matter to an external body such as the NDIS Commission, Ombudsman, or another relevant authority.

6. Confidentiality

All complaints and feedback are treated confidentially. Information will only be shared with those directly involved in resolving the issue.
Your personal information will be managed in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).

7. Continuous Improvement

We use feedback and complaints to improve our policies, training, and services.
Trends and lessons learned are regularly reviewed to ensure that similar issues are prevented in the future.

8. Contact Us

If you wish to provide feedback or lodge a complaint, please contact:

[Your Organisation Name]
Email: [Insert Email Address]
Phone: [Insert Phone Number]
Address: [Insert Business Address]

We appreciate your time and commitment in helping us improve our services.