Complaints & Feedback
Something not right? We want to hear from you. You can submit your feedback below, call us, or email us. You will not get in trouble for raising a concern.
NDIS Provider #4050052336
Easy Read Summary
This is a simple version of our complaints policy.
- You can tell us if something is wrong or if you are not happy.
- You can call us on 1300 339 485, email us, or fill in the form on this page.
- We will listen to you and try to fix the problem.
- You will not get in trouble for telling us something is wrong.
- If we cannot fix it, you can contact the NDIS Commission on 1800 035 544 (free call).
- You can ask someone you trust to help you make a complaint.
Submit Feedback or a Complaint
Use this form to share feedback, make a complaint, or provide a compliment. All submissions are logged in our compliance system.
Other Ways to Contact Us
Phone
In Person
Visit either of our offices during business hours
You can also have someone make a complaint on your behalf, such as a family member, advocate, or support coordinator.
What Happens After You Submit
Receive Immediate
- We receive your complaint through any channel
- We record it in our compliance system
- We assign a reference number for tracking
Acknowledge Within 2 Business Days
- Formally acknowledge receipt of your complaint
- Provide your reference number
- Explain the process and expected timeframe
- Assign a complaints officer to your case
Resolve Within 21 Business Days
- Review all relevant information
- Speak with relevant staff or parties
- Keep you informed of progress
- Provide findings and proposed actions in writing
Follow-Up
- Implement agreed actions
- Confirm you are satisfied with the outcome
- Use feedback to improve our services
- Record outcome for audit and compliance
Our Complaints Policy
Our Commitment
Better Living Solutions is committed to providing high-quality Specialist Disability Accommodation (SDA) services. We value feedback from participants, families, investors, and partners as it helps us improve our services.
This policy meets the requirements of the NDIS (Complaints Management and Resolution) Rules 2018 and the NDIS Code of Conduct.
What is a Complaint?
A complaint is an expression of dissatisfaction about:
- Our services or properties
- Our staff or contractors
- A decision we have made
- The way we have handled a matter
You can make a complaint if you are a participant, family member, carer, support coordinator, investor, SIL provider, partner organisation, or any person affected by our services.
Your Rights
When making a complaint, you have the right to:
- Be treated with respect and dignity
- Have your complaint taken seriously
- Have your privacy protected
- Receive clear information about the process
- Have someone support you or act on your behalf
- Access an interpreter if needed
- Not be treated unfairly because you made a complaint
- Withdraw your complaint at any time
Not Satisfied With Our Response?
If you are not satisfied with how we have handled your complaint, you have options:
Request an Internal Review
Ask for your complaint to be reviewed by a senior manager who was not involved in the original decision.
Contact the NDIS Quality and Safeguards Commission
The NDIS Commission is an independent body that handles complaints about NDIS providers. You can contact them at any time, even if you have not complained to us first.
Phone: 1800 035 544 (free call)
TTY: 133 677
Interpreters: 131 450
Online: www.ndiscommission.gov.au
Other External Options
- Fair Trading NSW: For property-related disputes in NSW
- Consumer Affairs Victoria: For property-related disputes in VIC
- Australian Human Rights Commission: For discrimination complaints
Help & Support
Free advocacy services that can help you make a complaint or provide support throughout the process.
New South Wales
- Disability Advocacy NSW: 1300 365 085
- People with Disability Australia: 1800 422 015
National Services
- Abuse & Neglect Hotline: 1800 880 052
- NDIS Commission: 1800 035 544 (free call)