Complaints & Feedback
Your voice matters. We are committed to resolving any concerns promptly, fairly, and with respect.
Our Commitment to You
St Anastasia's Care is committed to providing high-quality, person-centred care. We take all complaints and feedback seriously and view them as an opportunity to improve our services.
All complaints are handled confidentially, without fear of retribution, and in accordance with the NDIS Practice Standards and the NDIS Code of Conduct.
How to Make a Complaint or Provide Feedback
You can contact us directly using any of the following methods:
Our Complaints Process
Acknowledge
We will acknowledge your complaint within 2 business days of receiving it.
Investigate
We will investigate the complaint thoroughly, speaking with all relevant parties and reviewing records as needed.
Resolve
We will work to resolve the complaint fairly and promptly, aiming for resolution within 14 days. Complex matters may take longer.
Follow Up
We will communicate the outcome to you in writing and follow up to ensure you are satisfied with the resolution.
External Complaints Bodies
If you are not satisfied with how we have handled your complaint, or if you prefer to contact an independent body, you can reach out to:
NDIS Quality and Safeguards Commission
For complaints about NDIS-funded services and supports.
Aged Care Quality and Safety Commission
For complaints about aged care services.
Your Rights
- You have the right to make a complaint without fear of negative consequences to your care.
- You can have a support person, advocate, or interpreter assist you at any stage.
- Your complaint will be handled confidentially and with respect.
- You will be kept informed of the progress and outcome of your complaint.
- You can escalate your complaint to an external body at any time.
We're Here to Help
If you have any concerns or would like to provide feedback, please don't hesitate to reach out. We're committed to getting it right.