Complaints & Feedback
Advice Care welcomes feedback and complaints. Your voice helps us improve our services, protect participant rights and provide safer, better support.
Your Right to Speak Up
Every participant has the right to give feedback, raise concerns or make a complaint about the supports they receive. Advice Care takes complaints seriously and aims to respond in a respectful, fair and timely way.
A complaint can be about service quality, worker behaviour, communication, privacy, safety, respect, missed supports, cultural concerns, service agreements or any other issue that affects the participant’s experience.
Making a complaint will not affect your right to receive respectful support. We encourage participants, families, carers and support coordinators to speak up early so we can review concerns and improve services.
Make a Complaint
Raise a concern about support quality, safety, communication or service delivery.
Contact UsAsk for Help
You can ask a family member, advocate or support coordinator to help you complain.
Social Work SupportExternal Complaint
You can contact the NDIS Quality and Safeguards Commission if needed.
NDIS CommissionHow to Make a Complaint
You can make a complaint in a way that is comfortable for you. You can speak with our team, send an email, call us, ask someone to speak on your behalf, or provide written feedback.
When making a complaint, it is helpful to include what happened, when it happened, who was involved, how it affected you, and what outcome you would like. If you do not have all details, you can still contact us.
- Call Advice Care on 03 8723 0156
- Email care@advicecare.com.au
- Speak with a manager or support worker
- Ask a family member, carer or advocate to help
- Contact the NDIS Commission if you prefer external support
Complaint Contact
Phone: 03 8723 0156
Email: care@advicecare.com.au
We will listen respectfully and work with you to understand the concern.
Email ComplaintOur Complaint Handling Process
Advice Care aims to handle complaints in a clear and fair way. We will listen, record the concern, review the information, respond appropriately and use the outcome to improve services.
1. We Listen
We listen to your concern and record the information respectfully.
2. We Review
We review what happened and may ask for more information if needed.
3. We Respond
We explain what action can be taken and communicate the outcome.
4. We Improve
We use feedback to improve training, communication and service delivery.
Privacy
Complaint information is handled carefully and shared only when needed.
No Unfair Treatment
You should not be treated unfairly because you made a complaint.
External Complaint Options
If you do not feel comfortable raising a complaint directly with Advice Care, or if you are unhappy with the response, you can contact the NDIS Quality and Safeguards Commission. The NDIS Commission helps manage complaints about NDIS providers and supports participant rights and safety.
You can also ask an advocate, family member, guardian, carer, support coordinator or trusted person to help you make a complaint. Advice Care respects the participant’s right to use an advocate or support person.
If there is an immediate risk to life, health or safety, call emergency services on 000 first. Complaints and feedback are important, but urgent safety matters should be handled by emergency services straight away.
Advice Care aims to create a culture where participants feel safe to speak up. Feedback helps us improve support planning, worker training, communication, incident prevention and participant satisfaction.
Want to Give Feedback?
Contact Advice Care today to share feedback, raise a concern or ask about our complaints process.
Email FeedbackFrequently Asked Questions
Can I make a complaint about my NDIS support?
Yes. Participants, families, carers and support networks can make a complaint about NDIS support or service delivery.
Will making a complaint affect my support?
No. You should not be treated unfairly because you made a complaint. Advice Care supports your right to speak up.
Can someone help me make a complaint?
Yes. You can ask a family member, carer, advocate, guardian or support coordinator to help you make a complaint.
Can I complain to the NDIS Commission?
Yes. You can contact the NDIS Quality and Safeguards Commission if you want to make an external complaint about an NDIS provider.