Complaints & Feedback Policy

Embrace & Grace Pty Ltd welcomes all feedback – compliments, suggestions and complaints. We are committed to handling every complaint fairly, respectfully and promptly, and to using what we learn to improve our services.

Who can give feedback or make a complaint

Anyone can give feedback or make a complaint, including participants, families, carers, guardians, advocates, Support Coordinators and members of the community. You can also raise a concern on behalf of someone else with their consent.

What you can raise with us

• Quality of support services
• Staff behaviour or conduct
• Safety concerns
• Service delivery issues
• Communication or coordination concerns

How to make a complaint

You can raise a concern at any time, verbally or in writing, in whatever way is easiest for you:

• Phone: 0469 030 673
• Email: info@embraceandgrace.com.au
• In person: speak with any member of our team

You are welcome to have a family member, friend or advocate support you at any stage. If you need an interpreter, you can contact the Translating and Interpreting Service (TIS National) on 131 450.

How we handle complaints

When we receive a complaint, we will:

1. Acknowledge your complaint promptly
2. Listen carefully to your concerns
3. Look into the issue fairly and confidentially
4. Work with you towards a suitable resolution
5. Keep you informed throughout and let you know the outcome

Our goal is to resolve concerns as quickly and effectively as possible while ensuring fairness for everyone involved.

Confidentiality and fairness

All complaints are managed confidentially and in a way that protects the privacy and dignity of everyone involved. We want you to feel safe and supported when raising a concern.

Making a complaint will never affect the quality of the support you receive.

Taking your complaint further

If you are not satisfied with how we have handled your complaint, or you do not feel comfortable raising it with us, you can contact the NDIS Quality and Safeguards Commission. The Commission protects the rights of NDIS participants, oversees the quality of NDIS supports and handles complaints about NDIS services.

• Phone: 1800 035 544 (free call from landlines)
• Website: www.ndiscommission.gov.au
• National Relay Service: www.relayservice.gov.au, then ask for 1800 035 544

Continuous improvement

Feedback and complaints help us improve. We review all feedback to identify opportunities for improvement and to make sure we continue delivering safe, reliable and person-centred support.