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Complaints Policy

TrustCare Support complaints policy — how we handle and resolve complaints from participants and clients.

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Policy

Complaints Policy

Last updated: March 2026

1. How to Make a Complaint

You can make a complaint using any of the following methods:

You may make a complaint anonymously if you choose. You may also have a support person, advocate, or authorised representative make or assist with a complaint on your behalf.

2. Our Process

  • Acknowledge your complaint within 2 business days
  • Investigate and respond within 14 business days
  • Complex complaints may take up to 28 business days — you will be informed of any delay and the reason for it
  • Keep you informed throughout the investigation process
  • Provide a written outcome and details of any corrective actions taken

3. Principles

Our complaints process is:

  • Accessible — available to all participants, families, carers, and advocates
  • Confidential — all complaints are treated with strict confidentiality
  • Free from reprisal — no adverse action will be taken against any person who raises a concern or complaint in good faith
  • Fair — all parties are given an opportunity to be heard
  • Responsive — we act on all complaints and use them to drive continuous improvement

4. Escalation — NDIS Quality and Safeguards Commission

If your concern is not resolved to your satisfaction, or if you prefer to raise a concern directly with the regulator, you have the right to contact the NDIS Quality and Safeguards Commission at any time — you do not need to use TrustCare’s process first:

🌐 www.ndiscommission.gov.au 📞 1800 035 544

The Commission receives complaints about the conduct of NDIS providers and workers, including conduct that may breach the NDIS Code of Conduct.

5. Other Bodies

You may also raise concerns with:

  • Health and Disability Services Complaints Office (HaDSCO) WA — health and disability service complaints in Western Australia: 📞 1800 813 583 🌐 hadsco.wa.gov.au
  • AHPRA — concerns about registered nurse professional conduct: 🌐 ahpra.gov.au
  • Office of the Australian Information Commissioner (OAIC) — privacy-related complaints: 🌐 oaic.gov.au

6. Records

All complaints and their outcomes are recorded internally and reviewed periodically to identify patterns and drive service improvement.

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