Feedback and complaints

Tell us what is working and what is not.

Complaints help us fix problems and improve support. You will never be treated differently for raising one.

Ways to reach us

Four ways to raise something

Use whichever way is easiest for you. You can give feedback anonymously, though it does limit what we can tell you about the outcome.

Speak to us on 0485 551 892 during office hours, Monday to Friday, 9am to 5pm. You can ask to speak to a manager at any time.

Write to info@solutioncare.com.au with as much detail as you are comfortable sharing, including dates, names and what you would like to see happen.

Every worker is trained to pass feedback and complaints on the same day. You do not need to fill in a form or use particular words.

A family member, friend, support coordinator or advocate can raise a concern for you. We can also arrange a free interpreter or an advocate.

Our process

1
We acknowledge your complaint within two business days and tell you who is handling it.
2
We look into what happened, talk with the people involved and keep you updated as we go.
3
We aim to resolve most complaints within 21 days, and we explain any delay if it will take longer.
4
We tell you the outcome, what we are changing, and what to do if you are not satisfied.

If you are not satisfied

You do not have to come to us first, and you can contact these bodies at any point, including while we are still looking into your complaint.

NDIS Quality and Safeguards Commission on 1800 035 544, or online through the Commission website
Your state or territory disability advocacy service, which can speak on your behalf for free
TIS National on 131 450 for a free interpreter, and the National Relay Service on 133 677
The police on 000 if anyone is in immediate danger

Call us and ask for a manager, or send a message and we will call you back.