1. Our Commitment
At Hello Home Care, we are committed to providing high-quality, safe, and respectful NDIS support services. We value your feedback—both positive and negative—as it helps us improve. We take all complaints seriously and are dedicated to resolving them fairly, promptly, and confidentially, in accordance with the NDIS Practice Standards and the NDIS Code of Conduct.
We uphold a zero-tolerance approach to abuse, neglect, violence, and exploitation of people with disabilities.
2. What is a Complaint?
A complaint is any expression of dissatisfaction with our services, staff, or processes, where a response or resolution is explicitly or implicitly expected. This includes concerns about:
The quality or safety of your supports.
The conduct of a staff member.
A decision we have made.
Delays, cancellations, or communication issues.
Privacy concerns.
Invoicing or funding matters.
We distinguish complaints from general feedback (suggestions or compliments), but we welcome and value all input.
3. How to Make a Complaint or Provide Feedback
You can make a complaint or provide feedback in any way that is comfortable and accessible for you.
Preferred Contact:
Speak directly with your Support Worker or Coordinator.
Call our office at +61426977340 (24/7 Support).
Email: info@hellohomecare.org
In Writing: Post to The Complaints Manager, Hello Home Care, Queensland Brisbane Australia
In Person: Request a meeting at our office.
Support to Make a Complaint:
You are welcome to have a family member, friend, advocate, or your Support Coordinator assist you in making a complaint. We can also help arrange an interpreter if needed.
4. Our Complaints Management Process
We follow a fair and transparent process:
Step 1: Acknowledgement
We will acknowledge your complaint within 1 business day of receiving it.
Step 2: Assessment & Investigation
Our Complaints Manager will discuss the complaint with you to understand the desired outcome. We will thoroughly investigate the matter, which may involve speaking with staff and reviewing relevant records. We treat all information confidentially.
Step 3: Resolution & Response
We aim to resolve complaints within 21 calendar days. We will provide you with a written response outlining the investigation findings, any actions we will take, and the reasons for our decision.
Step 4: Follow-Up
We will check with you to ensure you are satisfied with the outcome and that our proposed actions have been implemented.
5. What You Can Expect From Us
To be listened to and treated with respect and dignity.
A fair, unbiased, and timely process.
Confidentiality – your complaint will only be shared with the people necessary to resolve it.
No negative impact on the services you receive for making a complaint.
Clear communication throughout the process.
6. What If You Are Not Satisfied With Our Response?
If you are unhappy with our resolution, you can request an internal review. If the matter remains unresolved, you have the right to take your complaint to an external body. We will provide information and support to help you do this.
This is the independent regulator for NDIS providers.
Australian Human Rights Commission
7. Continuous Improvement
All complaints and feedback are recorded and reviewed regularly by management to identify trends and opportunities to improve our services, policies, and staff training.
8. Contact Our Complaints Manager
For any questions about this policy or to discuss a concern:
Complaints Manager
Email: info@hellohomecare.org
Phone: +61426977340
Address: 27 Goulburn crescent, South Ripley 4306, Qld