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Feedback & Complaints Policy

Australian Disability Services Forum

Introduction

At Australian Disability Services Forum, we value feedback as an essential part of improving our services. Whether it’s a compliment, suggestion, or complaint, we treat all feedback seriously, respectfully, and confidentially. Your voice helps us grow and ensures that we are always meeting the highest standards of care.

Our Commitment

We are committed to:

  • Listening to and respecting the views of participants, families, carers, and stakeholders
  • Handling complaints fairly and promptly
  • Protecting your privacy and confidentiality
  • Ensuring no participant is disadvantaged for raising a concern
  • Complying with the NDIS Practice Standards and NDIS Code of Conduct

How to Provide Feedback or Make a Complaint

You can share feedback in the following ways:

  1. Verbally:
     Speak directly to any staff member or support worker.

     

  2. In Writing:
    Email us at info@australiandsf.com.au
    Or write to us at:
    Australian Disability Services Forum
     3/42 Whyalla Place, Prestons NSW 2170, Australia

     

  3. Phone:
    Call us at (02) 9609 3871

     

  4. Online Form:
    Submit your feedback or complaint through our Contact Us form:
     https://australiandsf.com.au/contact-us

     

  5. Via the NDIS Commission:
    If you prefer, you may also contact the NDIS Quality and Safeguards Commission directly: https://www.ndiscomission.gov.au/
    Phone: 1800 035 544

What Happens Next?

  • We will acknowledge your feedback or complaint within 2 working days
  • We aim to resolve all matters within 21 working days
  • Complex matters may take longer, but you will be kept informed throughout the process
  • If you’re unhappy with the outcome, you have the right to escalate it

Your Rights Are Protected

Raising a concern will not affect the quality of care you receive.
 All complaints are treated confidentially and in accordance with the Privacy Act 1988 (Cth) and the NDIS Act 2013.

Continuous Improvement

Your feedback helps us enhance our support services. Whether it’s positive or critical, every comment is used to build a more responsive and person-centred organisation.

We’re here to listen — your voice matters.

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