Purpose
We welcome all feedback, including compliments, suggestions and complaints. Feedback helps us improve, and making a complaint will never affect the services you receive.
How to give feedback or complain
- Use our online feedback form (you can stay anonymous).
- Call us on 0433 755 768 or email enquiries@yourmatecare.com.
- Speak to your support worker or Team Leader.
- Ask a family member, friend or advocate to help or complain on your behalf.
What happens next
- Acknowledge – we acknowledge your complaint promptly, usually within two business days.
- Assess – we work out what happened and what you would like to happen.
- Resolve – we aim to resolve complaints fairly and quickly, and keep you informed along the way.
- Respond – we tell you the outcome and the reasons for it.
- Improve – we record complaints and use them to improve our services.
If you’re not satisfied
You can contact the NDIS Quality and Safeguards Commission at any time, including without using our process first:
- Phone 1800 035 544 (free call from landlines)
- TTY 133 677
- National Relay Service: ask for 1800 035 544
- Translating and Interpreting Service: 131 450
- Online: ndiscommission.gov.au
Contact
Questions about this policy? Call 0433 755 768 or email enquiries@yourmatecare.com. This page is a summary; the full policy is available on request, including in Easy Read and other formats.