FEEDBACK AND COMPLAINTS

As a Service Provider, we are committed to providing high quality care. We appreciate and welcome any feedback and complaint via email, phone call, text, or face-to-face. It helps us understand what’s working well and where we can improve. If something isn’t right or doesn’t meet your expectations, we want to hear about it so we can resolve it fairly, promptly, and respectfully.

Our Promise to You

When you provide feedback or make a complaint, you can expect us to:

  • Respect your right to speak up, whenever and however you prefer

  • Keep your information confidential and protect your privacy

  • Investigate your concern impartially and transparently

  • Communicate with you about progress and outcomes

  • Offer support or access to an advocate, if needed

  • Ensure there are no negative consequences or disadvantage to you for raising a concern

  • Use what we learn to improve our services and systems

What Counts as Feedback vs a Complaint

  • Feedback / compliments: Positive remarks, suggestions, or observations where a response is optional

  • Complaint: An expression of dissatisfaction about our services, staff, or practices, where you expect a resolution

Who Can Make a Complaint

  • You (the NDIS participant)

  • Your nominee, guardian, carer, or advocate

  • Someone acting on your behalf

  • Complaints can be made anonymously, though this may limit our ability to investigate thoroughly

How to Give Feedback or Make a Complaint

You can contact us in whichever way is easiest and most accessible for you:

Use the Online form at the bottom of this screen to send us your feedback or complaint or contact us at:
Email: privacy@genuineco.com.au
Phone: 0434 346 810
In person / verbally: Contact us above to arrange to speak with any staff member, or request a meeting

If you need interpreting, translation, or support understanding this process, we can arrange it (e.g. via TIS National or an independent advocate).

You may wish to have an advocate or someone to support you or to act on your behalf to make a complaint. There are several disability advocacy services that provide this kind of assistance. The Ask Izzy - Disability Advocacy Finder can help you find independent advocacy services near you. See our Resources page for more information on advocacy.

Anonymous Complaints

We accept anonymous complaints or feedback, and will carry an investigation into the issues raised where enough information is provided.

Anonymous complaints can be lodged via the form at the bottom of this email or by contacting us at

Phone: 0434 346 810

Email: privacy@genuineco.com.au

What Happens Next

  1. Acknowledgement
    We’ll acknowledge receipt of your feedback or complaint within one business day (or as soon as reasonably possible).

  2. Assessment & Investigation
    We will review your concern, gather relevant information, and decide who is best placed to handle it (noting that the person investigating should not be the subject of the complaint).

  3. Resolution & Response
    We aim to resolve most complaints within 30 calendar days unless complex issues require longer. We will keep you informed of delays and provide a clear written outcome, including the reasons and any actions we will take.

  4. Appeal / Escalation
    If you’re not satisfied, contact us to discuss further on how we may best provide a resolution or see external options below.

External Options & Further Support

If we cannot resolve your complaint to your satisfaction or you prefer to go elsewhere, you also have the right to contact:

  • NDIS Quality and Safeguards Commission
      Phone: 1800 035 544
      Website: ndiscommission.gov.au

  • Office of the Australian Information Commissioner (for privacy complaints)
      Phone: 1300 363 992
      Website: oaic.gov.au

We can assist you to make contact with these agencies if you wish, or connect you with an independent advocate.

Feedback and Complaints Form