Complaints and Feedback Policy
Our Commitment
At Core Disability Support Services, we value your feedback — whether it's a compliment, suggestion, or complaint. Your voice helps us understand what we're doing well and where we can improve.
We are committed to:
- Providing a safe and fair process for everyone to give feedback or make a complaint.
- Responding quickly, respectfully, and confidentially.
- Ensuring that no one is disadvantaged or treated unfairly for speaking up.
- Meeting our obligations under the NDIS Practice Standards and NDIS Code of Conduct.
Why Feedback Matters
Feedback helps us:
- ✅ Maintain the highest standards of care and professionalism.
- ✅ Recognise and celebrate positive contributions by staff.
- ✅ Identify areas for improvement in our services and systems.
- ✅ Strengthen trust, transparency, and participant satisfaction.
Who Can Make a Complaint
Anyone can make a complaint — participants, family members, carers, advocates, or members of the community.
You can raise a concern about:
- The quality or safety of our services.
- The way you've been treated by a staff member.
- Decisions or actions that affect your supports.
- Any issue that impacts your experience or wellbeing.
You have the right to make a complaint without fear of retribution and to have it handled promptly and fairly.
How to Give Feedback or Make a Complaint
You can provide feedback or make a complaint in any of the following ways:
Speak to us directly:
You can talk to any member of our team, your support worker, or coordinator.
In writing:
Core Disability Support Services
Level 1, 162 Grand Boulevard, Joondalup WA 6027
Online:
Submit through our Feedback Form (or link to your Cognito form).
Through an advocate:
You can ask an independent advocate to help you make a complaint or give feedback on your behalf.
What Happens Next
We will acknowledge your complaint within 2 working days.
We will investigate the issue promptly and fairly.
We aim to resolve all complaints within 10 working days, wherever possible.
You will be kept informed throughout the process and advised of the outcome.
If you're not satisfied with our response, you can request an internal review or escalate the matter externally.
External Complaint Options
If you're not happy with the outcome, you can contact:
Confidentiality and Privacy
All complaints and feedback are handled confidentially.
Information is only shared with those who need to know to help resolve your concern.
We manage your data in line with our Privacy Policy and the Australian Privacy Principles (APPs).
Continuous Improvement
Every complaint or feedback submission helps us learn and improve.
We review trends regularly to identify ways to enhance our services and strengthen participant satisfaction.
💙 We welcome your voice — your feedback helps us do better.
Whether you'd like to say thank you or raise a concern, we're here to listen, respond, and act.