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Complaints and Feedback Policy

Able Aide Pty Ltd (“Able Aide”) is committed to delivering high-quality NDIS services and to treating every participant, family member, and stakeholder with dignity and respect. We welcome feedback — both positive and constructive — and we take all complaints seriously.

This policy reflects our obligations under the NDIS Code of Conduct, the NDIS Quality and Safeguards Commission framework, and the National Disability Insurance Scheme Act 2013 (Cth).

Last updated: June 2025

1. Your rights

As an NDIS participant receiving services from Able Aide, you have the right to:

  • Receive services that are safe, respectful, and of high quality
  • Be treated with dignity and to have your privacy protected
  • Raise concerns or make a complaint without fear of negative consequences to your services
  • Have your complaint handled promptly, fairly, and transparently
  • Have an advocate, support person, or interpreter assist you through the complaints process
  • Access external complaint bodies if you are not satisfied with our response

2. NDIS Code of Conduct

Able Aide and all of our workers are bound by the NDIS Code of Conduct, which requires us to:

  • Act with respect for individual rights to freedom of expression, self-determination, and decision-making
  • Respect the privacy of people with disability
  • Provide supports and services in a safe and competent manner, with care and skill
  • Act with integrity, honesty, and transparency
  • Promptly take steps to raise and act on concerns about matters that might affect the quality and safety of supports
  • Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse

3. How to make a complaint

You can make a complaint or provide feedback through any of the following channels:

By phone: Call us on 0435 039 110 (Monday to Friday, 9:00 am – 5:00 pm AEST)

By email: Email: enquiries@ableaide.com.au

In person or in writing: Ask to speak with a senior staff member or Director. Written complaints can be posted or handed to any Able Aide staff member.

Through a representative: You may have a family member, carer, advocate, or your support coordinator make a complaint on your behalf. We also welcome referrals to external advocacy services.

You do not need to make your complaint in writing, although it may help us to respond more efficiently if you can describe the issue in as much detail as possible.

4. What happens when we receive your complaint

We follow a structured process to ensure your complaint is handled fairly and promptly.

Step 1 — Acknowledgement (within 2 business days) We will acknowledge receipt of your complaint and let you know the name and contact details of the person managing it.

Step 2 — Investigation (within 10 business days) We will investigate the complaint thoroughly and impartially. This may involve speaking with relevant staff members, reviewing records, and gathering any other relevant information. We will keep you informed of progress.

Step 3 — Resolution (within 30 days) We will contact you to discuss our findings and proposed resolution. Where we have identified a problem, we will apologise, explain what happened, and describe the steps we are taking to prevent recurrence.

Complex complaints: If your complaint is complex, involves multiple parties, or requires an extended investigation, we will inform you of the expected timeframe and provide regular updates.

5. Confidentiality

All complaints are handled confidentially. Information about your complaint will only be shared with staff who need to be involved in the investigation and resolution process. With your consent, we may need to share information with other parties (such as support workers or providers) as part of the investigation.

Your complaint will not affect the services you receive from Able Aide.

6. Continuous improvement

We use feedback and complaint data to improve our services. All complaints are reviewed by management, and recurring themes inform our staff training, policy updates, and quality improvement activities. We report on our complaints handling as part of our NDIS provider obligations.

7. External complaint options

If you are not satisfied with how we have handled your complaint, or if you prefer to raise your concern with an external body, you can contact:

NDIS Quality and Safeguards Commission The NDIS Commission is the independent body responsible for regulating NDIS providers and handling complaints about NDIS supports and services.

Disability Advocacy Services Free and independent advocates can assist you to make a complaint or navigate the process. To find your nearest advocacy service, visit www.disabilityadvocacyfinder.dss.gov.au.

Victorian Ombudsman For broader administrative concerns: www.ombudsman.vic.gov.au or phone 9613 6222.

8. Contact

To make a complaint or share feedback, contact:

Able Aide Pty Ltd Email: enquiries@ableaide.com.au Phone: 0435 039 110 Hours: Monday – Friday, 9:00 am – 5:00 pm AEST

This policy is effective from June 2025 and will be reviewed annually.