Complaints & Feedback

At First Peoples Disability Care, we value your voice. Feedback, compliments and complaints help us understand what we are doing well and where we can improve.

 

We are committed to providing a culturally safe, respectful and accessible environment where participants, families, carers and community members feel comfortable speaking openly about their experiences.

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Your Right to Speak Up

Everyone has the right to provide feedback or make a complaint about the services they receive.

 

Making a complaint will not affect your services or the way you are treated. You will be treated with dignity, respect and fairness throughout the process.

 

You may also have a family member, advocate, nominee, support person or another person you trust assist you with making a complaint.

 

What Can You Tell Us About?

We welcome feedback about any aspect of our services, including:

• The quality of your supports

• Your experience with our team

• Cultural safety and respect

• Communication

• Privacy and confidentiality

• Your rights, choice and control

• Safety or wellbeing concerns

• Something you believe could be improved

• Positive experiences or compliments

 

How to Make a Complaint

You can provide feedback or make a complaint in the way that feels most comfortable and accessible to you.

 

You can speak directly with a staff member, contact our management team, submit feedback through our website, or ask someone you trust to contact us on your behalf.

 

Anonymous feedback may also be provided where appropriate.

 

What Happens After a Complaint?

When we receive a complaint, we will:

1. Listen carefully and acknowledge your concerns.

2. Treat your complaint respectfully and confidentially.

3. Assess the matter and determine what action is required.

4. Keep you informed about the progress of your complaint where appropriate.

5. Provide you with an outcome or explanation.

6. Use what we learn to improve our services where possible.

 

We aim to resolve complaints fairly, transparently and as promptly as reasonably possible.

 

Cultural Safety

We recognise that Aboriginal and Torres Strait Islander peoples may have different cultural, family and community considerations when raising concerns.

 

We are committed to ensuring our complaints process respects culture, identity, communication preferences and connection to family, community and Country.

 

Where requested and appropriate, we will work with you to identify culturally appropriate support during the complaints process.

 

NDIS Commission

If you are unhappy with our response, do not feel comfortable raising a complaint directly with us, or would prefer to speak with an independent organisation, you can contact the NDIS Quality and Safeguards Commission.

 

The NDIS Commission accepts complaints about the quality and safety of NDIS supports and services provided by NDIS providers.

 

You can contact the NDIS Commission on 1800 035 544 or through its website.

 

Your Feedback Matters

Whether it is a compliment, suggestion, concern or complaint, we want to hear from you.

 

Your experiences help us provide safer, stronger and more culturally responsive services and ensure participants remain at the centre of everything we do.