Feedback and Complaints

We aim to make the process simple, accessible, and safe for everyone. You can provide feedback or make a complaint in the way that suits you best:

• In Person: Speak directly with your Support Coordinator or a staff member.
• Phone: Call us at 0493 790 460 during business hours (Monday to Friday, 9 AM to 5 PM).
• Email: Send your feedback or complaint to feedback@collectivemsc.com.au.
• Online Form: Complete our secure online feedback form below.
• Other Methods: If you prefer another way, such as video call, text, or through an advocate, let us know, and we’ll make it work for you.

You can also ask a family member, friend, advocate, or support person to provide feedback or make a complaint on your behalf.

We follow a fair, transparent, and timely process to handle your feedback or complaint:

1. Acknowledgment: We will confirm we’ve received your feedback or complaint within 2 business days.
2. Review: We’ll listen to your concerns, gather relevant information, and investigate if needed.
3. Resolution: We’ll work with you to find a solution that meets your needs. We aim to resolve complaints within 21 days, but we’ll keep you updated if it takes longer.
4. Follow-Up: We’ll check in to ensure you’re satisfied with the outcome and make improvements where needed.

Your feedback and complaints are confidential, and we’ll only share information with your consent or as required by law.

When providing feedback or making a complaint, you have the right to:

• Be treated with respect and dignity.
• Feel safe and supported.
• Use an advocate or support person.
• Remain anonymous if you choose.
• Receive a fair and timely response.
• Not face any negative consequences for raising a concern.

We are committed to the NDIS Code of Conduct, ensuring our services are safe, respectful, and inclusive.

If you need this information in an accessible format, such as Easy Read, large print, braille, audio, or another language, please contact us at 0493 790 460. We’ll provide it free of charge.

If you’re not satisfied with how we handle your feedback or complaint, or if you prefer to contact someone else, you can reach out to:

• NDIS Quality and Safeguards Commission:
  • Phone: 1800 035 544 (free call from landlines)
  • Website: www.ndiscommission.gov.au
  • Interpreter Service: 131 450
  • National Relay Service: 133 677 (for people who are deaf or have a hearing or speech impairment)

• Advocacy Services: Contact a disability advocacy service for free, independent support. Find a service near you at www.dss.gov.au.