Effective Date: 27 May 2025
Last Updated: 27 May 2025

At Good Company Disability Services Pty Ltd, we are committed to delivering high-quality, person-centred supports that reflect dignity, inclusion, and choice. We welcome and encourage feedback as an essential part of improving our services and culture.

This policy outlines how you can provide feedback or make a complaint, what you can expect from us, and how we ensure that all issues are handled fairly, respectfully, and promptly.

1. Our Commitment

We commit to:

• Listening to and valuing all feedback—positive, negative, or neutral

• Responding to complaints promptly, fairly, and without discrimination

• Maintaining confidentiality and respect throughout the process

• Using feedback to continuously improve our services

• Supporting individuals to raise concerns safely and without fear

We support the rights of all people to provide feedback, and we handle all matters in accordance with the NDIS Practice Standards and the Privacy Act 1988 (Cth) on the date noted as effective date on this policy.

2. What Is Feedback and What Is a Complaint?

• Feedback includes compliments, suggestions, or concerns about any part of your experience with us.

• Complaints are expressions of dissatisfaction that require a response or action.

We value both forms and treat them as opportunities to listen, learn, and improve.

3. What You Can Provide Feedback About

You can share feedback or make a complaint about:

• The quality or delivery of supports

• Communication and conduct of staff

• Cultural safety or respect for identity

• Access to services or responsiveness

• Decision-making processes or organisational practices

• Concerns about safety, misconduct, or your rights

4. Who Can Make a Complaint

Complaints and feedback can be made by:

• Clients or NDIS participants

• Family members, carers, or representatives

• Advocates or support persons

• Staff, volunteers, or contractors

• Members of the public

You may also provide feedback anonymously.

5. How We Handle Anonymous Complaints

Anonymous complaints are welcomed and reviewed with care. However, our ability to investigate or resolve matters may be limited if we do not have enough information or a way to contact you.

6. How to Provide Feedback or Make a Complaint

You can contact us in any of the following ways:

📝 Online Form

Visit: https://goodcompanyds.com.au/feedback-and-complaints/

📧 Email

Email: [email protected]

📞 Phone

Perth Office: (08) 9334 6995
Melbourne Office: (03) 9069 7866

🗣️ In Person

Speak directly with a team member or request a meeting at your convenience.

You are welcome to submit feedback yourself or with the help of an advocate, carer, or support person.

7. Our Process

Once a complaint is received:

• We will acknowledge it within 2 business days

• We aim to resolve the matter within 10 business days

• If more time is required, we will inform you and explain the reason

• You will be informed of the outcome and any actions taken

• No one will be disadvantaged or penalised for raising a complaint

8. Internal Review and Escalation

If you are not satisfied with the response you receive, you may request a review of your complaint by a senior staff member not previously involved in the matter. We aim to ensure impartiality and transparency in all review processes.

9. Support for People with Diverse Needs

We are committed to providing safe and respectful feedback channels for all people, including:

• People with disability

• Aboriginal and Torres Strait Islander peoples

• People from culturally and linguistically diverse backgrounds

• People with specific communication, sensory, or cognitive needs

We will work with you to ensure your voice is heard in a culturally appropriate and accessible way.

10. Allegations Involving Staff Misconduct

Where feedback or complaints relate to possible misconduct by a staff member, the matter will be escalated to a senior manager and handled under our Incident Management and Code of Conduct policies. Where required, we will report the incident to external bodies such as the NDIS Commission or police.

11. Your Right to Advocacy

You have the right to access an independent advocate or support person at any stage of the complaints process. If you need help finding an advocate, we can assist you in contacting an appropriate service.

12. External Complaints – NDIS Commission

If you are not satisfied with our response, or prefer to raise your concern with an external body, you may contact the NDIS Quality and Safeguards Commission:

• 📞 Phone: 1800 035 544

• 💻 Website: www.ndiscommission.gov.au

• 📝 National Relay Service: 133 677

You may also contact the Disability Advocacy Finder to connect with local support services.

13. Confidentiality and Privacy

All complaints are handled confidentially. We only share your personal information with those directly involved in responding to the matter or as required by law.

This practice complies with the Privacy Act 1988 (Cth) and the NDIS Practice Standards on the date noted as effective date on this policy.

14. Continuous Improvement

All feedback is logged, analysed, and used to improve service quality. We regularly review complaints to identify patterns, inform staff development, and strengthen our systems.