Complaints Policy

1. Purpose & principles

Equal Care NSW is committed to providing safe, respectful, high-quality supports and to learning from feedback. This Complaints Policy explains how to raise a concern, how we respond, and how you can escalate concerns if needed.

We welcome complaints. You will be treated fairly and respectfully, and you can complain without fear of reprisal.

2. Who can make a complaint

A complaint may be made by:

an NDIS participant receiving services from us;
a family member, carer, or supporter;
a nominee, guardian, or authorised representative;
an advocate or interpreter (with consent);
a staff member or contractor; or
any member of the public affected by our services or conduct.

3. How to make a complaint

Email: complaints@equalcarensw.com.au (update if different)
Phone: 1300 413 140
In writing: Attn: Complaints Officer, Equal Care NSW Pty Ltd
In person: ask any staff member to assist you to lodge a complaint

Accessible options: We can receive complaints in plain language, other languages (interpreter support), audio, or other accessible formats. Tell us what works best for you.

What to include (if you can)

your name and preferred contact details (or tell us if you want to remain anonymous);
participant name (if different) and your relationship/authority;
what happened, when and where;
who was involved; and
what outcome you would like.

4. What we will do (process)

Acknowledge receipt and explain next steps.
Assess risk and urgency and take immediate action if there are safety concerns.
Allocate the complaint to an appropriate person (not involved where possible).
Investigate fairly and respectfully, including speaking with you (if you agree).
Outcome provided in writing or your preferred format (including actions we will take).
Follow-up to confirm resolution and identify improvements.

Serious matters: If a complaint involves abuse/neglect, serious misconduct, or other reportable incidents, we will meet our reporting obligations to relevant authorities (including the NDIS Quality and Safeguards Commission where applicable).

5. Timeframes

Acknowledgement: within 2 business days (sooner if urgent)
Initial response / plan: within 5 business days
Resolution target: within 20 business days (depending on complexity)

If we need more time, we will explain why and provide an updated timeframe.

6. Support, interpreters & advocates

You may have a support person, advocate, interpreter, or representative assist you at any stage. We can help arrange interpreter support if needed.

7. No victimisation

You will not be treated unfairly or have services withdrawn solely because you made a complaint. We do not tolerate intimidation, retaliation, or victimisation.

8. Escalation (NDIS Quality and Safeguards Commission)

You can complain directly to the NDIS Quality and Safeguards Commission at any time, including if you are not satisfied with our response. You do not need our permission to do this.

For current contact details and complaint lodgement methods, visit the NDIS Commission website (search: “NDIS Quality and Safeguards Commission complaints”).

9. Records, privacy & improvement

We keep records of complaints, outcomes, and actions taken. Records are stored securely and accessed only by authorised staff. Complaint information is handled confidentially and in line with privacy laws.

Internal escalation

Ask for review by senior management if you are not satisfied with the initial outcome.

External escalation

NDIS Quality and Safeguards Commission (you may contact them at any time).

If you need help lodging a complaint, tell us and we’ll support you to do so in an accessible way.