Feedback and Complaints

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  Above & Beyond Care is committed to providing safe, high-quality supports in line with NDIS Practice Standards, the NDIS Code of Conduct, and the requirements of the NDIA. Your feedback helps us improve services and uphold participant rights.

3.1 Purpose

This policy provides a clear, accessible process for participants, families, carers, or representatives to raise feedback or complaints about supports, services, or staff conduct.

3.2 Your Right to Speak Up

• You can provide feedback or make a complaint at any time.  
• You may remain anonymous if you choose.  
• You will not experience any negative consequences for raising feedback or complaints.  
• Feedback or complaints will be handled in line with NDIS Quality and Safeguards Commission requirements.  
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3.3 How to Provide Feedback or Complaint

You can raise feedback or complaints in the following ways:

• Phone: 07 4139 0501  
• Email: admin@aboveandbeyondcare.com.au 
• Mail or in person: 7 Foster Dr. Bundaberg North, QLD 4670  

Feedback can relate to:

• The quality or safety of supports  
• Staff conduct or behaviour  
• Service delivery processes  
• Compliance with NDIS plans  
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3.4 Response Process

• Acknowledge receipt within 2 business days.  
• Investigate promptly and fairly according to NDIS Practice Standards.  
• Keep you informed of progress and outcomes.  
• Aim to resolve the matter within 14 business days. Complex issues may take longer, and you will be updated regularly.  

3.5 If You Are Not Satisfied

If you are not satisfied with the outcome, you may contact:

 NDIS Quality and Safeguards Commission

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

3.6 Confidentiality and Continuous Improvement

• Feedback and complaint information is stored securely and accessed only by authorised personnel.  
• Reports are reviewed regularly to improve services, staff training, and organisational policies.  
• All procedures comply with NDIS Privacy and Confidentiality requirements.