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We want to hear from you

Supports for Living welcomes and encourages feedback, complaints and suggestions. They are all valued and will help us to improve our services to better meet customer needs and deliver positive outcomes.  If you are not happy, please let us know so we can work on what needs to change to make you happy.

 

Everyone who deals with us has the right to give feedback or make a complaint. We have clear processes to make sure you're heard. We're committed to always improve and deliver better services.

How to give feedback or make a complaint

You can provide feedback or make a complaint in any of the following ways:

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  • Speak with any staff member at Supports for Living (Our staff are trained to record and report all feedback and complaints to the right manager)

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If you do not wish to discuss your complaint with us, you can make a complaint directly to the NDIS Quality & Safeguards Commission who handle and investigate complaints about Service Providers. Use their online complaint form or call them on 1 800 035 544

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Can I get help to give feedback or make a complaint?

Yes, we can help you 

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  • write out your feedback or complete the form​

  • arrange for an interpreter or you can contact us through the Translating and Interpreting Service (TIS) on 13 14 50

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You can also seek assistance from a disability advocacy service. Find one here

Can someone else give feedback or make a complaint for me?

Supports for Living welcomes and encourages feedback, complaints and suggestions. They are all valued and will help us to improve our services to better meet customer needs and deliver positive outcomes.  If you are not happy, please let us know so we can work on what needs to change to make you happy.

 

Everyone who deals with us has the right to give feedback or make a complaint. We have clear processes to make sure you're heard. We're committed to always improve and deliver better services.

What to include with your feedback or complaint

Please ensure the following information is included in your feedback/complaint:

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  • Your name

  • Your contact details such as phone number, email address and postal address

  • What your feedback or complaint is about - eg. the name of the service, who was involved, what happened etc

  • What you want to see happen as a result of your feedback or complaint

Can I give anonymous feedback?

You have the right to make an anonymous complaint, however, this may make it more difficult to investigate if we are unable to follow-up or get additional information from you.  

What happens after I provide feedback or make a complaint?

A staff member will confirm within two business days that we have received your feedback.
If the feedback is a compliment or suggestion, it will be sent to the appropriate manager who will be in touch to thank you and discuss it.
If the feedback is a complaint, it may be resolved immediately, however we may need to ask you to provide additional information and/or speak to our staff or other people involved. 
We are committed to resolve all complaints and let you know the result within 28 days. If it's going to take longer, we’ll let you know. All complaints are important and we investigate them thoroughly. 

Will I be treated differently if I make a complaint?

Absolutely not.

 

Everyone has the right to make a complaint. We welcome your feedback and you will not be adversely affected.  We will thank you for taking the time to help us improve. 

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What happens if I'm not happy with the outcome of my complaint?

You can ask for a review by a different Manager at Supports for Living. 
 

Any review will involve further discussion with you and a result will be provided within 10 working days
 

You can also make a complaint  to the NDIS Quality & Safeguards Commission. You can do this at any stage of the complaint process, or if you’re not happy with our response. Use their online complaint form or call them on 1 800 035 544

we want to hear
how to give feedback
can i get help
Can someone else give feedback
what to include
anonymous feedback
what happens after
will i be treated differently
what happens if i'm noy happy
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