At Disha Community Care, we value your feedback. Your comments, concerns and suggestions help us continuously improve the quality, safety and effectiveness of the supports and services we provide.
We encourage participants, families, carers, support coordinators, advocates and other stakeholders to share their experiences with us.
You have the right to provide feedback or make a complaint about our services at any time.
Making a complaint will not affect your access to our services or the way you are treated by Disha Community Care. We are committed to ensuring that complaints are handled respectfully, fairly and confidentially.
You can also ask a trusted person, family member, carer, nominee, guardian, support coordinator or advocate to assist you in making a complaint.
You can make a complaint or provide feedback through:
You can provide feedback about any aspect of our services, including the support you receive, communication, staff conduct, service quality, accessibility or any concern about your experience with Disha Community Care.
We take every complaint seriously and aim to deal with concerns in a timely and appropriate manner.
1. We Receive Your Complaint
Once your complaint is received, we will acknowledge it and make sure the information is passed to the appropriate person for review.
2. We Review the Concern
We will assess your complaint fairly and may contact you if we need additional information to understand what happened.
3. We Work Towards a Resolution
We will investigate the matter and consider appropriate actions to address your concerns. Where possible, we will keep you informed throughout the process.
4. We Communicate the Outcome
Once the review has been completed, we will explain the outcome and any actions that may be taken as a result of your feedback.
5. We Learn and Improve
Your feedback can help us identify opportunities to improve our policies, processes, communication and service delivery.
When providing feedback or making a complaint, you have the right to:
We encourage you to discuss any concerns with us first so that we have an opportunity to address them.
If you are an NDIS participant and you are not satisfied with how your complaint has been handled, you may also contact the NDIS Quality and Safeguards Commission.
The NDIS Commission accepts complaints about NDIS providers and can provide information about your rights and available options.
You can contact the NDIS Quality and Safeguards Commission directly through its official website or by phone.
Complaints are not the only form of feedback we value.
If you have had a positive experience with our team or have an idea that could help us improve our services, we would love to hear from you.
Your feedback helps us recognise what is working well and identify ways we can continue improving the support we provide to participants and their families.
If you would like to make a complaint, provide feedback or share a suggestion, please complete our Complaints and Feedback Form.