Feedback & Complaints Policy
Effective Date: 19 Sep 2026
Last Updated: 19 Sep 2026
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.
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 complaints in accordance with the NDIS Practice Standards, the NDIS (Complaints Management and Resolution) Rules 2018 and the Privacy Act 1988 (Cth).
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.
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
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.
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.
How to Provide Feedback or Make a Complaint
You can contact us in any of the following ways:
📝 Online Form
Visit: Feedback and Complaints
Email: hello@goodcompanyds.com.au
📞 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.
You can also raise a concern with your support worker or coordinator, who will pass it on for you. Information about how to make a complaint is available in Easy Read on request.
Our Process
Once a complaint is received:
- We will acknowledge your complaint within 2 business days
- Your complaint will be handled by a coordinator or director who was not involved in the matter
- We will tell you what will happen next and keep you informed of progress, and you can have a support person or advocate involved at any stage
- Any staff member the complaint is about will be told the substance of it and given a fair opportunity to respond, and decisions will be based on the evidence
- We aim to resolve the matter within 10 business days; if more time is required, we will tell you and explain why
- You will be told the outcome, the reasons, any actions taken and how to escalate if you are not satisfied, in writing and in your preferred format
- No one will be disadvantaged or penalised for raising a complaint
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.
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.
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.
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.
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.
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. We keep a record of every complaint, including the actions taken and the outcome, for 7 years, as required under the NDIS (Complaints Management and Resolution) Rules 2018.
This practice complies with the Privacy Act 1988 (Cth) and the NDIS Practice Standards on the date noted as effective date on this policy.
Continuous Improvement
All staff are trained in this policy at induction and refreshed annually, including how to receive a complaint, what to record and when to escalate. Compliance with the complaints procedure is checked through supervision and our internal audit program.
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.
We review this policy annually and after any significant complaint, report complaint and feedback trends to the Board each quarter, and ask participants in our annual survey whether they know how to make a complaint and feel safe doing so.