Feedback & Complaints

Your right to speak up

Attentive Quality Care welcomes feedback because it helps us understand what is working and what needs to change. Anyone can raise a concern, including a participant, family member, carer, advocate, worker or member of the public.

You will be treated respectfully. Making a complaint will not negatively affect your access to supports, and you will not be threatened or disadvantaged for speaking up.

You may make a complaint anonymously where practical, although this can limit our ability to investigate or provide updates.

How to give feedback or make a complaint

Choose the method that feels most comfortable:

You can tell any AQC worker that you want to provide feedback or make a complaint. If the complaint is about a particular worker, you can ask to speak with another team member or management.

Support to make a complaint

You can:

• have a family member, friend, advocate, interpreter or representative assist you
• ask us to communicate by phone, email, in person or another suitable format
• ask for information in plain language
• tell us the outcome you would like
• contact the NDIS Commission directly at any time.

We will take reasonable steps to make the process accessible and culturally safe.

What happens next

1. We listen and acknowledge. We record the concern, confirm what you would like to happen and explain the next steps.
2. We assess safety and urgency. Immediate risks are prioritised and escalated.
3. We review fairly. We gather relevant information, give people a fair opportunity to respond and manage conflicts of interest.
4. We keep you informed. Where we have your contact details, we provide updates and tell you if more time is needed.
5. We explain the outcome. We tell you what we found, what action will be taken and what review or external options are available.

We aim to resolve complaints as promptly as possible, taking into account complexity, safety and the preferences of the person affected.

Urgent safety concerns

AQC will act on safeguarding concerns and meet any incident-reporting obligations that apply.

External complaint options

You do not have to complain to AQC first. You can contact the NDIS Quality and Safeguards Commission:

You can also ask an independent advocate, family member or trusted person to support you.

Privacy, records and improvement

We handle complaint information respectfully and share it only with people who need it to respond, manage safety or meet legal obligations. We keep complaint records in line with applicable requirements and our Privacy Policy.

We review feedback and complaint themes to improve services, staff practice, communication and safeguards.