Complaints & Feedback

At Pillarz Care, we are committed to providing high-quality NDIS services. We welcome all feedback, positive or negative, as it helps us improve. If something isn't right, we want to know about it so we can make it better.

You have the right to make a complaint without fear of retribution or any negative impact on your services. We treat all complaints seriously, confidentially, and without judgement.

You can make a complaint about any aspect of our services, including:

• Quality of support services
• Behaviour or conduct of our staff
• Communication issues
• Billing or invoicing concerns
• Service delivery or scheduling
• Privacy or confidentiality concerns
• Safety concerns
• Any other matter affecting your care

You can lodge a complaint in whichever way suits you best:

You can also have someone else make a complaint on your behalf, such as a family member, friend, support coordinator, or advocate.

1. 1

   Acknowledgement (within 24 hours)

   We will acknowledge receipt of your complaint and provide you with a reference number.

2. 2

   Investigation (5 to 10 business days)

   We will investigate your complaint thoroughly, which may include gathering information and speaking with relevant staff.

3. 3

   Response

   We will contact you with our findings and any actions we plan to take. We aim to resolve complaints within 21 business days.

4. 4

   Follow-up

   We will check in with you to ensure you are satisfied with the outcome and that any issues have been resolved.

When making a complaint, you have the right to:

• Be treated with respect and dignity
• Have your complaint taken seriously
• Receive clear information about the complaints process
• Have your complaint handled confidentially
• Continue receiving services without any negative consequences
• Have a support person or advocate assist you
• Escalate your complaint if you're not satisfied with the outcome

If you are not satisfied with our response, or if you prefer to contact an external body, you can lodge a complaint with:

You can also contact your local disability advocacy service for free, independent support in making a complaint.

We also love to hear when things go well. If a staff member has made a positive difference in your life, or if you've had a great experience with our services, please let us know. We share positive feedback with our team and use it to recognise great work.