Policies
Complaints & Feedback Policy
How feedback or complaints can be made, and how they will be handled.
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. This policy explains how feedback or complaints can be made and how they will be handled.
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, and using feedback to improve service quality.
What you can give feedback or complain about
You are encouraged to provide feedback or make a complaint about any aspect of our services, including the quality of support provided, communication or professionalism, safety concerns, cancellations or scheduling issues, and any experience that did not meet expectations.
How to make a complaint or provide feedback
Feedback or complaints can be made by emailing contact@taylorsupport.com.au. You may raise concerns yourself or have a family member, carer, nominee or advocate raise them on your behalf.
What happens after a complaint is made
When a complaint is received it will be acknowledged within 7 business days. The concern will be reviewed respectfully and fairly, further information may be requested where appropriate, and a response or outcome will be communicated once the review is complete. All complaints are handled confidentially and with respect.
No repercussions
Making a complaint or providing feedback will not result in reduced service quality, discrimination or retaliation. We encourage open communication and value honest feedback.
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.
Continuous improvement
Feedback and complaints are reviewed to help improve service delivery, safety and client experience.
Contact details
For feedback or complaints, contact Candice Taylor at contact@taylorsupport.com.au.
Review of this policy
This policy may be updated from time to time to ensure it remains accurate and effective.
Questions about this policy? Email contact@taylorsupport.com.au or call +61 2 5024 3823.