We want to hear from you — whether something went well, could be better, or went wrong. Making a complaint will never affect the support you receive from us.
If someone is in danger
If anyone is in immediate danger, call 000.
If you are worried that a person with disability is being abused, neglected or harmed, you can report it straight to the NDIS Quality and Safeguards Commission on 1800 035 544. You do not have to talk to us first.
Who can give feedback or make a complaint?
Anyone. That includes:
- participants;
- family members, carers and guardians;
- support workers and support coordinators;
- advocates;
- anyone else who has a concern about our services.
You can make a complaint on someone else’s behalf. You can also stay anonymous — but if we do not know who you are, it is harder for us to tell you what we did about it.
How do I tell you?
Use whichever way is easiest for you:
- Phone: 0451 115 196
- Email: info@careandculinary.com.au
- In person: talk to your facilitator at any session.
- Online: through our contact form.
- In writing: a letter, a note, a text message — whatever suits you.
You do not need to use any special form or particular words. Just tell us what happened.
Can I get help to make a complaint?
Yes. You can ask a family member, friend, support worker, support coordinator or an independent disability advocate to help you, or to make the complaint for you. We will work with whoever you choose.
If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us on 0451 115 196. It is free.
If you are deaf or have a hearing or speech impairment, you can contact us by email or text message, or call the National Relay Service on 133 677 and ask them to connect you to us on 0451 115 196.
What happens after I tell you?
- We acknowledge it within two business days, and tell you who is looking after it.
- We listen. We ask what happened and what you would like to happen next.
- We look into it fairly, and talk to the people involved.
- We keep you updated. Our aim is to resolve complaints within 21 business days. If a complaint needs longer, we will tell you why and keep you informed along the way.
- We tell you the outcome — what we found, and what we are doing about it.
If you are not happy with how we handled it, you can ask us to look at it again.
Our promises to you
- Your complaint will not affect your services, your place in a program, or how you are treated.
- We will treat you with respect and take your concern seriously.
- We will keep your complaint confidential, and only share it with people who need to know to resolve it.
- We will be fair to everyone involved.
- We will keep a record of every complaint and use what we learn to improve.
What if I am not happy with the outcome?
You can take your complaint to the NDIS Quality and Safeguards Commission at any time. You do not have to finish our process first. The Commission is independent and its service is free.
- Phone: 1800 035 544 (free call from landlines)
- TTY: 133 677
- Online: ndiscommission.gov.au/complaints
- Post: NDIS Quality and Safeguards Commission, PO Box 210, Penrith NSW 2751
The Commission can arrange an interpreter. You can also call TIS National on 131 450 and ask them to connect you.
Complaints about the kids workshop
Our school holiday workshops are booked privately rather than through the NDIS. If you have a complaint about one, please contact us first. If we cannot resolve it, you can contact the Office of Fair Trading Queensland.
Complaints about privacy
If your concern is about how we handled personal information, see the complaints section of our privacy policy.