Feedback and complaints

You can raise it however suits you

There is no form you have to use and no order you have to follow. Any of these reaches us:

• Tell your support worker or coordinator directly, in person or by phone
• Call the office on 02 9067 1097 (Sydney) or 0452 272 047 (Adelaide)
• Email info@compassionatelifecare.com.au — it goes to management, not to your worker
• Ask a family member, carer, advocate or coordinator to raise it for you
• Raise it anonymously if you would rather. We will still act on it, though we may not be able to tell you the outcome

What we do with it

We keep a written record of every complaint and what came of it, as required by the NDIS (Complaints Management and Resolution) Rules 2018.

• We acknowledge your complaint within 2 business days
• We tell you who is handling it and how to reach them
• We aim to resolve it within 21 days, and tell you if it will take longer and why
• We explain the outcome, what changed, and what to do if you are not satisfied
• You may have a support person or advocate with you at every step

You can go outside us at any time

You never have to use our process first, and using it does not limit any other right. We will not treat you differently for complaining — that would itself breach the NDIS Code of Conduct.

• NDIS Quality and Safeguards Commission — 1800 035 544, or the online complaint form at ndiscommission.gov.au
• NDIA (about your plan or funding) — 1800 800 110
• Office of the Australian Information Commissioner (about privacy) — 1300 363 992
• Police — if anyone is in immediate danger, call 000
• A free, independent disability advocate — ask us and we will help you find one

Serious incidents

Some incidents must be reported to the NDIS Quality and Safeguards Commission whether or not anyone complains — including death, serious injury, abuse or neglect, unlawful sexual or physical contact, sexual misconduct, and the unauthorised use of a restrictive practice. We report these within the timeframes set by the NDIS (Incident Management and Reportable Incidents) Rules 2018, and we tell you when a report about you has been made.

Compliments count too

If a worker did something well, tell us. We use it in supervision and it is often the difference between a good worker staying and leaving.