Complaints & Feedback Policy

Candice Taylor (ABN 61 510 018 456) is committed to providing high-quality, respectful, and safe disability support services. We value feedback and take complaints seriously, as they help us improve our services.

This policy explains how feedback or complaints can be made and how they will be handled.

1. Our Commitment

We are committed to:

  • Listening respectfully to feedback and concerns

  • Handling complaints fairly, promptly, and confidentially

  • Ensuring people feel safe to raise concerns without fear of negative consequences

  • Using feedback to improve service quality

2. What You Can Provide Feedback or Make a Complaint About

You are encouraged to provide feedback or make a complaint about any aspect of our services, including:

  • Quality of support provided

  • Communication or professionalism

  • Safety concerns

  • Cancellations or scheduling issues

  • Any experience that did not meet expectations

3. How to Make a Complaint or Provide Feedback

Feedback or complaints can be made by contacting us via email:

Email: contact@taylorsupport.com.au

You may raise concerns yourself or have a family member, carer, nominee, or advocate raise them on your behalf.

4. What Happens After a Complaint Is Made

When a complaint is received:

  1. It will be acknowledged within 7 business days

  2. The concern will be reviewed respectfully and fairly

  3. Where appropriate, further information may be requested

  4. A response or outcome will be communicated once the review is complete

All complaints are handled confidentially and with respect.

5. No Repercussions

Making a complaint or providing feedback will not result in:

  • Reduced service quality

  • Discrimination

  • Retaliation

We encourage open communication and value honest feedback.

6. Escalation Options

If you are not satisfied with the outcome of your complaint, you may choose to escalate it externally.

NDIS participants may contact the NDIS Quality and Safeguards Commission for independent support.

7. Continuous Improvement

Feedback and complaints are reviewed to help improve service delivery, safety, and client experience.

8. Contact Details

For feedback or complaints, please contact:

Candice Taylor
Email: contact@taylorsupport.com.au

9. Review of This Policy

This policy may be updated from time to time to ensure it remains accurate and effective.