Complaint Handling Policy

Introduction

Neuroqueer is committed to providing high-quality services and values all feedback, including complaints. This policy outlines how you can provide feedback, raise concerns, and how we handle complaints.

1. Who Can Make a Complaint?

Anyone who interacts with Neuroqueer can provide feedback or make a complaint, including:

  • Participants receiving support services

  • Family members, carers, or advocates

  • Neuroqueer team members and contractors

  • The general public

2. How to Provide Feedback or Make a Complaint

We encourage open communication. You can:

  • Speak to a Neuroqueer team member in person

  • Call us on 1300 585 198

  • Email us at feedback@neuroqueer.com.au

  • Send us a letter to 81-83 Campbell Street Surry Hills NSW 2010 Australia

All feedback, including complaints, will be taken seriously and handled respectfully.

3. What Happens After You Make a Complaint?

  1. Acknowledgment – We will let you know that we’ve got your complaint within 2 business days of getting it.

  2. Investigation – We will look into the issue and let you know if we need more information.

  3. Resolution – We try to resolve complaints within 10 business days. If it takes longer, we will let you know.

  4. Outcome – We will let you know the outcome and what we did to fix the complaint.

You will not face any negative consequences for making a complaint.

4. If You’re Not Satisfied

If you are unhappy with how your complaint is handled, you can request a review by contacting us. If you still feel your complaint is not resolved, you can contact the NDIS Quality and Safeguards Commission:

  • Phone: 1800 035 544

  • TTY: 133 677

  • Website: www.ndiscommission.gov.au

  • Email: contactcentre@ndiscommission.gov.au

  • Mail: PO Box 210, Penrith, NSW 2750

5. Confidentiality & Privacy

Your complaint will be kept confidential, and only those involved in resolving it will have access. We handle all complaints in line with our Privacy Policy (https://www.neuroqueer.com.au/privacy)

6. Continuous Improvement

We use feedback and complaints to improve our services. Your input helps us create a better experience for everyone.

If you have any questions about this policy, please contact us at feedback@neuroqueer.com.au

7. Changes to This Policy

We reserve the right to update this policy as required to reflect changes in legislation, business practices, or services. Changes will be posted on our website with the "Last Updated" date.

This policy was last updated 02/02/2025.