Feedback & Complaints

Feedback & Complaints Information

Our Commitment Clarity Care Support Services is committed to providing high-quality, safe and responsive supports. We value your feedback and want to make it easy for you to tell us if something isn’t right. This Complaints Form allows you to raise concerns, report an issue, or provide feedback about any part of our services.

You can make a complaint at any time, and you will be listened to respectfully and without judgement. Your complaint will be handled promptly, fairly and confidentially. Making a complaint will not affect the supports you receive, and you have the right to have an advocate or support person assist you at any stage.

How to Provide Feedback or Make a Complaint

You can make a complaint, provide feedback, or compliment in any of the following ways:

• Verbally: Speak directly with your Support Coordinator.

• In Writing: chantelle@claritycaresupportservices.com.au.

• Phone: 0456 634 743.

• Anonymously: You may choose to remain anonymous when providing feedback or making a complaint.

• Post: PO Box 252, Hastings, VIC 3915.

   

Feedback & Complaints Process

Clarity Care Support Services encourages all participants, families, carers and stakeholders to provide feedback at any time. Your feedback helps us improve the quality, safety and responsiveness of our services.

1. Providing Feedback or Making a Complaint You can give feedback or make a complaint in any way that feels comfortable to you, including:

• Contacting the Owner/Director.

• Completing a Feedback or Complaints Form.

• Sending an email or text

• Asking an advocate, family member or support person to speak on your behalf

• You may remain anonymous if you prefer.

   

2. Acknowledgement

• All complaints will be acknowledged as soon as possible typically within 2 business days.

• If anonymity is chosen, acknowledgement may not be possible, but the issue will still be reviewed.

   

3. Assessment & Action Your complaint will be reviewed promptly, fairly and professionally. This may include:

• Speaking with you for more information
• Reviewing relevant documents or records.
• Talking with staff involved (if needed).
• Taking steps to resolve the issue or prevent it from happening again

• You will be kept informed throughout the process unless you choose not to be.

   

4. Response & Outcome You will receive a clear explanation of the outcome, including:

• What was found.

• Any actions taken.

• Any changes or improvements made.

• If you are not satisfied with the outcome, you can request a review.

   

5. External Review Options You have the right to seek support or escalate your complaint to the NDIS Commission at any time:

• Phone: 1800 035 544.

• Website: www.ndiscommission.gov.au.

• You may also involve an advocate or support person at any stage of the process.

   

6. No Negative Consequences Making a complaint will not impact your access to services, the quality of your supports, or how you are treated. We are committed to a safe and open culture where feedback is welcomed and valued.