Participants, families, and representatives may raise concerns or provide feedback at any time. Feedback can be given verbally or in writing, and individuals can do so without fear of retribution or impact on the services they receive.
Feedback or complaints can relate to:
Quality of support services
Staff behaviour or conduct
Safety concerns
Service delivery issues
Communication or coordination concerns
All complaints are taken seriously and handled with respect and confidentiality.
When a complaint is received, Embrace and Grace Pty Ltd will:
Acknowledge the complaint promptly
Listen carefully to the concerns raised
Investigate the issue fairly and confidentially
Work towards a suitable resolution
Keep the individual informed throughout the process
Our goal is to resolve concerns as quickly and effectively as possible while ensuring fairness for everyone involved.
All complaints are managed confidentially and in a manner that protects the privacy and dignity of all parties. We are committed to ensuring that individuals feel safe and supported when raising concerns.
Making a complaint will not affect the quality of services provided.
If a complaint cannot be resolved internally, individuals have the right to contact the NDIS Quality and Safeguards Commission for further support and guidance.
The Commission is responsible for:
Protecting the rights of NDIS participants
Ensuring service providers meet quality standards
Handling complaints related to NDIS services
Feedback and complaints help us improve the quality of our services. We review all feedback to identify opportunities for improvement and to ensure we continue delivering safe, reliable, and person-centred support.
If you would like to provide feedback or make a complaint, please contact:
Embrace and Grace Pty Ltd
Western Sydney, Australia
Email: example@example.com
Phone: +88(0) 555-0108
