🌿 Complaints & Feedback Policy

At Grace Care Collective, your voice matters. We welcome feedback, suggestions, and complaints as opportunities to learn, grow, and strengthen the quality of our services. We are committed to responding with fairness, transparency, and respect.

🌱 1. Our Commitment

We are committed to:

• providing a safe environment where people feel comfortable raising concerns
• listening with empathy and valuing all feedback
• responding to complaints promptly and respectfully
• ensuring no one is disadvantaged for speaking up
• using feedback to improve our services

🌿 2. What You Can Provide Feedback About

You can share feedback about:

• your experience with therapy
• communication or service delivery
• reports or documentation
• cultural safety or accessibility
• anything that helped or could be improved

Feedback can be positive, constructive, or a concern, all are welcome.

🌱 3. How to Provide Feedback or Make a Complaint

You can provide feedback or make a complaint:

• directly to your therapist
• by email: admin@gracecarecollective.com
• through your support coordinator
• with the help of a trusted family member or advocate

We will:

• acknowledge your complaint
• listen carefully
• work with you to understand what happened
• offer solutions or next steps
• keep you informed throughout the process

🌿 4. If You Prefer to Speak to Someone Else

If you do not feel comfortable raising your concern with us directly, or if you feel your complaint has not been resolved, you can contact:

NDIS Quality and Safeguards Commission

Phone: 1800 035 544 Website: ndiscommission.gov.au

🌱 5. Your Rights

You have the right to:

• make a complaint without fear
• have your privacy protected
• use an advocate or support person
• receive a timely response
• request an external review

🌿 6. Our Process

• We acknowledge complaints within 3 business days.
• We aim to resolve most concerns within 21 business days.
• Complex matters may take longer, but we will keep you updated.