How to Provide Feedback or Make a Complaint

You can share your feedback or complaints in several ways:

• By phone: 0491 056 050

• By email: Info@pristinesupportservices.com.au

• Through our website: Provide feedback

• In person: Speak with any of our staff or request to meet with a manager

All feedback is taken seriously, and we aim to respond promptly.

What Happens When You Make a Complaint

1. Acknowledgement: We will acknowledge receipt of your feedback or complaint as soon as possible.

2. Investigation: Your concern will be reviewed and investigated confidentially.

3. Resolution: We will work with you to find a fair and timely resolution.

4. Follow-up: We may contact you to ensure the solution meets your expectations and to learn from the experience.

Your Rights

You have the right to:

• Provide feedback or make a complaint without fear of negative consequences

• Have your concerns taken seriously and addressed promptly

• Receive clear communication about the outcome of your complaint

Escalating Your Complaint

If you are not satisfied with the outcome, you can escalate your complaint to the NDIS Quality and Safeguards Commission:

• Phone: 1800 035 544

• Website: www.ndiscommission.gov.au

Continuous Improvement

We use feedback and complaints to improve our services, policies, and training. Your voice helps us provide better care, maintain high standards, and ensure your experience is positive, safe, and respectful.

Our Commitment

We are committed to creating a safe, open, and supportive environment where all participants, families, and carers feel comfortable providing feedback or raising concerns.