Every participant deserves to feel respected, listened to, and supported.
Sometimes, sharing feedback can help us understand what is working well. At other times, raising a concern or complaint can help resolve an issue and prevent it from happening again.
At Real Support Care, we believe feedback is one of the most valuable ways we can improve the quality of our services. Whether you have a compliment, suggestion, concern, or complaint, your voice matters.
As a registered NDIS provider, we are committed to handling feedback and complaints fairly, respectfully, confidentially, and in accordance with the applicable NDIS requirements.
Our goal is to ensure every participant feels safe, supported, heard, and empowered to speak up.
Why Your Feedback Is Important
Your feedback helps us understand what we are doing well and where we can improve.
It helps us to:
- • Improve the quality of our supports and services.
- • Strengthen communication with participants, families, carers, and representatives.
- • Identify areas where our processes can be improved.
- • Provide better training and support to our staff.
- • Promote safe, respectful, and person-centred services.
- • Improve the experience and outcomes of the people we support.
At Real Support Care, we don’t see complaints as something negative. A complaint gives us an opportunity to listen, learn, and improve.
Every concern raised helps us look at our practices and consider what we can do differently or better.
Your Rights Under the NDIS
Every NDIS participant has the right to have a say about the supports and services they receive.
When you provide feedback or make a complaint to Real Support Care, you have the right to:
- Be treated with dignity, respect, and fairness.
- Have your concerns listened to and taken seriously.
- Be involved in decisions about how your complaint is resolved.
- Have your privacy and confidentiality respected.
- Receive information in a way that meets your communication needs.
- Have a family member, advocate, interpreter, support person, or representative assist you.
- Raise concerns without fear that doing so will negatively affect the supports or services you receive.
- Contact the NDIS Quality and Safeguards Commission if you are not satisfied with the
way your complaint has been handled or if you would prefer to make an external complaint.
You do not need to be afraid of speaking up. Your feedback will not affect your right to receive support.
How We Handle Feedback and Complaints
We aim to make our feedback and complaints process as simple, accessible, and supportive as possible.
When you raise a concern, our team will listen carefully and acknowledge your feedback. We will take the time to understand what happened, discuss what outcome you are hoping for, and work with you to identify an appropriate way forward.
If your complaint requires further investigation, we will gather the relevant information fairly and confidentially. Where appropriate, we will keep you informed throughout the process.
Once a decision has been made, we will explain the outcome clearly and discuss any actions that will be taken to address the concern.
Most importantly, we don’t stop there.
We review feedback and complaints to identify opportunities to improve our services, communication, staff training, policies, procedures, and the way we support participants.
How to Submit a Complaint
You can submit a complaint to Real Support Care through any of the following channels:
Email: complimentsandcomplaints@realsupportcare.com.au
Phone: 1300 401 661
You can choose whichever option is most comfortable and accessible for you.
If you need assistance to make a complaint, you can ask a family member, advocate, interpreter, support person, or representative to assist you.
What Happens If Your Complaint Is Not Resolved?
We always aim to resolve complaints fairly and as quickly as possible. However, we understand that you may not always be satisfied with the outcome.
If you are not satisfied with how your complaint has been handled, you can request that the matter be escalated further in accordance with our complaints and feedback process.
You also have the right to make a complaint directly to the NDIS Quality and Safeguards Commission.
You do not have to continue with our internal complaints process if you would prefer to contact the NDIS Quality and Safeguards Commission directly.
Real Support Care respects your right to seek independent assistance and will support your right to access external complaint pathways.
Making It Easy to Speak Up
Everyone communicates differently, and we want our feedback process to be accessible to everyone.
Participants, families, carers, guardians, and representatives can provide feedback in a way that works for them, including:
- Speaking directly with a member of our team.
- Calling us by phone.
- Sending us an email or SMS.
- Completing a Feedback or Complaint Form.
- Raising concerns during meetings or service reviews.
- Asking an advocate, family member, support person, or representative to raise a concern on their behalf.
If you need help understanding or communicating your complaint, please let us know. We will work with you to make the process as accessible and straightforward as possible.
Our Commitment to Continuous Improvement
At Real Support Care, every piece of feedback provides an opportunity to learn.
We regularly review feedback, complaints, compliments, and suggestions to identify trends and areas where improvements may be needed.
This may include:
- Reviewing our policies and procedures.
- Improving communication.
- Providing additional staff training.
- Strengthening our service processes.
- Identifying potential risks.
- Making changes that improve participant experiences.
By learning from feedback, we can continue to strengthen the quality, safety, and responsiveness of our supports.
Our Promise to You
When you share feedback or make a complaint with Real Support Care, you can expect us to:
- Listen respectfully and without judgement.
- Take your concerns seriously.
- Respond as promptly as possible.
- Protect your privacy and confidentiality.
- Keep you informed throughout the process where appropriate.
- Treat your complaint fairly and consistently.
- Work with you towards an appropriate resolution.
- Use feedback to help improve our services.
Your Voice Helps Us Improve
Speaking up can make a real difference.
Your feedback helps us understand your experiences, recognise what we are doing well, and identify where we can do better.
Whether you want to share a compliment, make a suggestion, raise a concern, or lodge a complaint, we want to hear from you.
At Real Support Care, we are committed to creating an environment where participants feel safe and confident to speak openly and honestly.
Your experience matters. Your feedback matters. Your voice matters.
If you have feedback, a suggestion, or a concern, please contact us:
Email: info@realsupportcare.com.au
Phone: 1300 401 661
Together, we can continue building a service that listens, learns, improves, and puts participants first.
