Feedback &
Complaints
We welcome feedback, compliments, concerns and complaints because they help us understand what we are doing well and what we need to improve.
Speaking up is your right
At Shyna Promise Disability Support, your voice matters. We welcome feedback, compliments, concerns and complaints because they help us understand what we are doing well and what we need to improve. We want you to feel safe, respected and listened to when you speak up. Our Feedback and Complaints Policy is designed to make sure all concerns are handled fairly, respectfully, confidentially and in line with the NDIS Complaints Management and Resolution Rules.
What Can You Give Feedback About?
You can give feedback or make a complaint about anything related to your support or your experience with Shyna Promise. This may include:
You do not need to wait until something becomes serious. You can speak up early, even if you are unsure whether it is a complaint.
You Can Make a Complaint Safely
You will not get in trouble for making a complaint. Making a complaint will not affect your right to receive safe and respectful support from us. We will not treat you badly, stop your supports or make things harder for you because you spoke up.
Our policy says people can raise complaints and provide feedback without fear of retaliation, negative consequences or losing services. Any person involved in a complaint must not be adversely affected because they raised or were involved in the complaint.
How to Make a Complaint or Give Feedback
You can make a complaint in the way that feels easiest for you. You can also make a complaint anonymously — we will still take it seriously.
Talk to Your Worker
Speak with your support worker directly
Speak to Management
Contact Alice Vincent or another manager
Get Support
Ask a family member, advocate or coordinator
Email Us
Send us an email anytime
Call Us
Speak with us over the phone
Contact Form
Use our website contact form
Contact Shyna Promise
PHONE
0483 796 577POST
87 Aspen Circuit, Logan Reserve QLD 4133
CONTACT FORM
shynapromise.com.au/contactWhat Happens After You Make a Complaint?
When you make a complaint, we will:
Can Someone Help You?
Yes. You can have support to make a complaint. You can ask for help from:
- ✦A family member or friend
- ✦A guardian or nominee
- ✦An advocate
- ✦A Support Coordinator
- ✦A trusted worker
- ✦An independent advocacy service
Your Privacy
We will keep complaint information private and secure. Information about your complaint will only be shared with people who need to know so the complaint can be managed properly, or where required by law.
Complaint records are stored securely, accessed only by authorised people and handled confidentially unless disclosure is legally required.
Not Happy With the Outcome?
If you are not happy with how we manage your complaint, you can ask us to review the decision. You can also make a complaint directly to the NDIS Quality and Safeguards Commission at any time. You do not have to complain to us first.
Contact the NDIS Commission
The NDIS Commission can take complaints about NDIS supports or services that were not provided in a safe or respectful way, or were not delivered to an appropriate standard.
PHONE
1800 035 544TTY
133 677
NATIONAL RELAY SERVICE
Ask for 1800 035 544
WEBSITE
ndiscommission.gov.auWe Use Feedback to Improve
Every complaint and piece of feedback helps us learn. We review complaints to look for patterns, risks and areas for improvement. This may lead to changes in training, policies, communication, rosters, worker support, risk assessments or the way we deliver services.
🐞 At Shyna Promise, feedback is not seen as a problem. It is a way to listen better, support better and keep improving.
Ready to share your feedback?
We're listening. Reach out to us anytime — your experience helps us grow.