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Complaints and Feedback
Complaints and Feedback
At Next Step Life Care, we are committed to providing respectful, safe, reliable, and participant-centred NDIS support services.
We understand that feedback helps us improve. Whether you want to share a compliment, raise a concern, make a complaint, or suggest how we can do better, we encourage you to contact us.
Complaints and feedback may be provided by participants, families, carers, support coordinators, plan managers, staff, workers, or members of the community.
- Our Commitment
We take feedback seriously.
Next Step Life Care aims to handle complaints and feedback in a fair, respectful, confidential, and timely way.
We are committed to:
- Listening carefully to your concerns
- Treating you with respect and dignity
- Taking complaints seriously
- Responding as soon as reasonably possible
- Keeping information confidential where appropriate
- Protecting participants from unfair treatment after making a complaint
- Using feedback to improve our services
- Supporting participants to involve a family member, carer, advocate, or support coordinator if they choose
The NDIS Quality and Safeguards Commission states that provider requirements for complaint management and resolution are described in the NDIS Practice Standards under provider governance and operational management. NDIS Quality and Safeguards Commission
- What Can You Give Feedback About?
You can speak to us about any part of your support experience.
You may wish to contact us about:
- The quality of support received
- Staff communication or behaviour
- Missed, late, or changed services
- Safety concerns
- Respect, privacy, dignity, or choice
- Service planning or scheduling
- Invoicing or administration concerns
- Cleaning, gardening, nursing, therapy, or in-home support services
- Concerns raised by family members, carers, or support coordinators
- Suggestions for improving our services
- Compliments for staff or positive service experiences
You do not need to wait until a problem becomes serious. Early feedback helps us understand concerns and respond sooner.
- How to Make a Complaint or Give Feedback
You can contact us in the way that feels easiest for you.
You can provide feedback or make a complaint by:
Phone:
0405 033 035
Email:
harry@nextsteplifecare.com.au
Post:
Tenancy 6, level 1/80 Grote St, Adelaide SA 5000, Australia
Website Form:
Insert Incident Report Form Link
In Person:
Speak with a staff member or service representative
You may also ask another person to help you make a complaint, such as a family member, carer, advocate, support coordinator, or plan manager.
- What Information Should You Include?
Helpful details allow us to respond properly.
When making a complaint or giving feedback, please include as much information as you feel comfortable sharing.
Helpful details may include:
01
Your name and contact details
02
Participant name, if different
03
Date and time of the issue
04
Service involved
05
Staff member involved, if relevant
06
What happened
07
What outcome you would like
08
Whether there is any immediate safety concern
09
Any documents, messages, or evidence you want to share
You can also ask us to help you record the complaint if writing it down is difficult.
- What Happens After You Make a Complaint?
We will review your concern and respond respectfully.
When we receive a complaint, we will aim to:
01
Acknowledge the Complaint
We will confirm that we have received your complaint as soon as reasonably possible.
02
Understand the Issue
We may contact you to ask questions, clarify details, or understand the outcome you are seeking.
03
Review the Matter
We will review relevant information, speak with appropriate staff where needed, and consider what action may be required.
04
Respond to You
We will provide a response or update, including any steps we can take to resolve the issue.
05
Improve Our Services
Where appropriate, we will use feedback to improve our processes, communication, training, and service quality.
- Your Rights When Making a Complaint
You have the right to speak up.
When making a complaint or giving feedback, you have the right to:
- Be treated with respect
- Have your concern taken seriously
- Have your privacy protected where appropriate
- Ask someone to support you through the process
- Receive information in a way you can understand
- Raise a complaint without fear of unfair treatment
- Contact an external body if you are not satisfied or if you feel unsafe
The NDIS Commission says participants, providers, workers, families, friends, advocates, and members of the public can report issues or make complaints about NDIS providers or workers. NDIS Quality and Safeguards Commission
- External Complaints
You can contact the NDIS Quality and Safeguards Commission.
If you are unhappy with our response, do not feel comfortable speaking with us, or have concerns about the quality or safety of NDIS supports, you can contact the NDIS Quality and Safeguards Commission.
The NDIS states that if a participant is worried about the quality or safety of NDIS supports or services they are receiving, they can make a complaint to the NDIS Quality and Safeguards Commission. NDIS
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: NDIS Commission complaints page
TTY: 133 677
Interpreting Service: 131 450
Emergency Note:
If there is immediate danger or a life-threatening situation, call 000.
- Compliments and Positive Feedback
We also welcome positive feedback.
Compliments help us understand what is working well and recognise team members who are providing excellent support.
You may share positive feedback about:
- A staff member
- A support experience
- Communication
- Reliability
- Respectful care
- Improvement in participant comfort or confidence
- Overall service satisfaction
Positive feedback may be used internally for training, recognition, and service improvement.
- Privacy and Confidentiality
Your information will be handled carefully.
Information provided through complaints and feedback will be handled with care and confidentiality.
We may need to share relevant information with staff, contractors, managers, regulators, or other authorised people where necessary to review and respond to a complaint, meet legal obligations, or protect participant safety.
For more information, please refer to our Privacy Policy.
- Incident Reporting Form Fields
Suggested Website Form
The website incident reporting form can include the following fields:
- Frequently Asked Questions
Questions about complaints and feedback
Yes. You can make a complaint about any part of your support experience, including service quality, communication, safety, staff conduct, scheduling, or administration.
No participant should be treated unfairly for making a complaint. We aim to handle complaints respectfully and use feedback to improve our services.
Yes. A family member, carer, advocate, support coordinator, plan manager, or representative can help you make a complaint or raise feedback.
Yes. We welcome compliments and positive feedback. It helps us recognise good service and improve our care.
You can contact the NDIS Quality and Safeguards Commission if you are not satisfied with our response or if you have concerns about the quality or safety of NDIS supports.
If there is immediate danger, serious harm, or a life-threatening situation, call 000 immediately.
Need More Questions
Share your feedback with us.
Your feedback helps us improve the quality, safety, and reliability of our NDIS support services.