Complaints and Feedback Policy
If something hasn't gone the way it should, we want to know — and you always have the right to raise it outside of us too.
Our commitment
You have the right to make a complaint about any part of the supports we provide, without it affecting the supports you receive. We treat every complaint seriously, and you're welcome to bring a support person, family member, advocate or interpreter into the process at any point.
How to make a complaint
You can raise a concern:
- By phone: 0404 185 123
- By email: info@gmcservices.net.au
- In writing, to 25 Hayford Road, Haynes WA 6112
- Verbally, to your support worker, coordinator, or any staff member, who will pass it on
- Anonymously, if you prefer not to give your name
What happens next
We'll acknowledge your complaint within [insert business days — e.g. 2 business days], and let you know who is handling it. We'll look into what happened, speak with the people involved, and aim to resolve most complaints within [insert timeframe — e.g. 21 days]. If it's going to take longer, we'll tell you why and give you an updated timeframe.
Once we've investigated, we'll come back to you with what we found and what we're doing about it — including any changes to how we deliver supports, where relevant.
Reportable incidents
Some matters — such as allegations of abuse or neglect, or unauthorised use of restrictive practices — must be reported by us to the NDIS Quality and Safeguards Commission regardless of whether you also want to make a complaint. If that applies, we'll explain what that process involves and keep you informed.
If you'd rather not raise it with us
You can contact the NDIS Quality and Safeguards Commission directly, at any time, including anonymously if you prefer. This covers concerns about a service we've provided, the conduct of a staff member, or anything covered by the NDIS Code of Conduct:
1800 035 544 (free call)
https://www.ndiscommission.gov.au
If your complaint is specifically about how we've handled your personal information, see our Privacy Policy for how to contact the Office of the Australian Information Commissioner instead.
No repercussions
Raising a concern, complaint or feedback — with us or with the NDIS Commission — will never affect the supports you receive from us.
Note for the site owner: fill in the bracketed timeframes above to match your actual documented complaints procedure, and have the whole page reviewed against what's on file with the NDIS Commission before publishing.