Complaints and Feedback Policy

Version: 1.0
Effective Date: 28/06/2026
Review Date: Annually unless otherwise indicated (28/06/2027)
Approved By: Mia Raunik (Business Owner)

Mia Raunik Support Services is committed to providing high-quality, person-centred Support Coordination and Psychosocial Recovery Coaching services. We value feedback and recognise complaints as opportunities to improve our services.

This policy outlines how participants, nominees, family members, carers, advocates, staff and other stakeholders can provide feedback or make a complaint, and how complaints will be managed fairly, respectfully, confidentially and promptly.

Scope

This policy applies to:

  • NDIS participants receiving services

  • Family members and carers

  • Nominees and legal representatives

  • Advocates

  • Employees

  • Contractors

  • Volunteers

  • Students

  • External stakeholders

Policy Statement

Mia Raunik Support Services is contractually obligated to:

  • Encourage feedback and complaints without fear of disadvantage or repercussions.

  • Make the complaints process easy to understand and accessible.

  • Respond to complaints respectfully and impartially.

  • Resolve complaints as quickly as possible.

  • Maintain confidentiality wherever possible.

  • Ensure participants are supported throughout the process.

  • Use complaints to improve service quality.

No person will experience discrimination, reduced services, or negative consequences for making a complaint.

Guiding Principles

Our complaints process is based on the following principles:

  • Respect

  • Accessibility

  • Fairness

  • Transparency

  • Timeliness

  • Confidentiality

  • Continuous Improvement

  • Participant Choice and Control

What Can Be Complained About?

Complaints may relate to:

  • Quality of support coordination

  • Recovery coaching services

  • Staff behaviour

  • Communication

  • Professional conduct

  • Delays in service

  • Service agreements

  • Privacy concerns

  • Cultural safety

  • Conflict of interest

  • Billing or invoices

  • Participant rights

  • Any aspect of service delivery

Making a Complaint

Complaints may be made by:

  • Participants

  • Family members

  • Carers

  • Advocates

  • Nominees

  • Staff

  • Members of the public

Complaints can be made:

  • In person

  • By telephone

  • By email

  • In writing

  • Through an advocate

  • Via an interpreter

  • Via any accessible communication method preferred by the participant

Participants may have a support person or advocate assist them throughout the complaints process.

Complaint Process

Step 1 – Receive the Complaint

The complaint will be acknowledged within 2 business days.

Where required, reasonable adjustments will be made to ensure the participant can communicate effectively.

Step 2 – Record the Complaint

The following information will be documented:

  • Individual responding to the complaint

  • Date received

  • Person making complaint

  • Participant involved

  • Details of complaint

  • Desired outcome

  • Actions taken

All complaints will be securely recorded in electronic storage software aligned with client privacy principles (See Privacy Policy)

Step 3 – Assessment

The complaint will be assessed to determine:

  • seriousness

  • urgency

  • participant safety

  • whether immediate action is required

  • whether it is a reportable incident

Where there is immediate risk to a participant, appropriate action will occur immediately.

Step 4 – Investigation

Where necessary:

  • relevant information will be gathered

  • relevant third parties may be interviewed

  • documentation reviewed

  • participant consulted throughout

Investigations will endeavour to be impartial and objective.

Step 5 – Resolution

Where possible, complaints will be resolved within 21 business days.

Possible outcomes include:

  • explanation

  • apology

  • mediation

  • corrective action

  • policy changes

  • staff training

  • referral to another agency or service provider

Participants will be informed of the outcome in their preferred communication format.

Step 6 – Review

If the complainant is dissatisfied, they may request an external review.

If they remain dissatisfied, they may contact:

  • NDIS Quality and Safeguards Commission

  • NDIS

  • Commonwealth Ombudsman (where applicable)

  • Other external complaint bodies

Anonymous Complaints

Anonymous complaints will be accepted.

Where sufficient information is provided, the complaint will be investigated in the aforementioned complaints process.

Confidentiality

All complaints will be handled confidentially.

Information will only be shared:

  • where legally required

  • where participant or other individuals safety requires disclosure

  • with the participant's consent

Complaint records will be stored securely in accordance with privacy legislation.

Participant Rights

Participants have the right to:

  • make a complaint

  • receive support from an advocate

  • receive information in an accessible format

  • be treated with dignity and respect

  • receive updates about their complaint

  • request an internal review

  • access external complaints processes

Staff Responsibilities

All staff must:

  • listen respectfully

  • record complaints accurately

  • report complaints promptly

  • cooperate with investigations

  • maintain confidentiality

  • support participants throughout the process

Continuous Improvement

Complaints and feedback will be reviewed regularly to identify:

  • trends

  • recurring issues

  • opportunities for improvement

  • training needs

  • policy changes

Lessons learned will inform service improvements.

Accessibility

Information about this policy will be available:

  • in plain English

  • verbally upon request

  • electronically

  • in large print where required

  • with interpreter support where required

  • with communication supports as needed

External Complaints

Participants may also contact:

NDIS Quality and Safeguards Commission

Phone: 1800 035 544

TTY: 133 677

National Relay Service: relayservice.gov.au

Website: www.ndiscommission.gov.au

Email: contactcentre@ndiscommission.gov.au

Related Documents

  • Individual Service Agreement

  • Incident Management Policy

  • Privacy and Confidentiality Policy

  • Conflict of Interest Policy

Legislative and Regulatory References

This policy is informed by:

  • National Disability Insurance Scheme Act 2013

  • NDIS Code of Conduct

  • National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018

  • NDIS Practice Standards and Quality Indicators

  • Privacy Act 1988

  • Australian Privacy Principles