Complaints Policy
We welcome complaints — they help us improve.
Your Right to Complain
- Every participant has the right to complain without fear of consequences to their support.
- All complaints are taken seriously, investigated fairly, and kept confidential.
- You may have an advocate or support person assist you at any stage.
How to Make a Complaint
- Step 1 — Contact us by phone or email. We acknowledge within 2 business days.
- Step 2 — We investigate and respond with findings within 10 business days.
- Step 3 — If unresolved, escalate to NDIS Commission: 1800 035 544 | www.ndiscommission.gov.au
Participant Rights
As an NDIS participant supported by Heartful Care Services, you have the right to:
- Be treated with dignity, respect and courtesy at all times
- Make your own decisions and exercise genuine choice and control
- Receive supports that are safe, ethical and of high quality
- Privacy and confidentiality of your personal information
- Be free from abuse, neglect, exploitation and discrimination
- Make a complaint without fear of consequences
- Have an advocate or support person at any meeting
- Clear information about your supports and service agreement
If you feel your rights have not been upheld, contact us or the NDIS Commission: 1800 035 544.
