Feedback & Complaints

We want you to feel comfortable speaking up

You have the right to raise a concern about your supports. Making a complaint will not affect the quality of your support, your relationship with Kezabu Care, or your right to be treated with dignity and respect.

You do not have to wait until something becomes a serious problem. If something does not feel right, or there is something you would like us to do differently, we would like to know.

How to give feedback or make a complaint

You can contact Kezabu Care in the way that feels easiest for you. You can:

• Call us on 0408 499 355
• Use our contact page
• Speak directly with a Kezabu Care worker
• Ask a family member, nominee, friend, support coordinator, guardian or advocate to speak with us on your behalf

You can also give feedback without making a formal complaint. If you prefer not to identify yourself, we will still consider the information you provide, although this may limit our ability to contact you or investigate particular circumstances.

What happens when you make a complaint?

We will listen carefully, treat your concern seriously and handle it respectfully. We will:

• acknowledge your complaint as soon as practicable
• make sure we understand what happened and what outcome you are seeking
• look into the matter fairly and without judgement
• keep you informed about what we are doing, where appropriate
• explain the outcome and any action we take
• use what we learn to improve our services where possible

We will respect your privacy and only share information about a complaint where it is necessary to respond to the concern, meet our legal obligations, or protect someone's safety.

You can have someone support you

You are welcome to have another person support you at any stage. This might be a family member, friend, nominee, guardian, support coordinator or independent disability advocate. We will work respectfully with the person you choose, with your consent.

If you do not want to complain to us

You do not have to raise a complaint with Kezabu Care first. You can contact the NDIS Quality and Safeguards Commission directly if you prefer, or if you are not satisfied with how we have responded.