Effective July 1st 2025
This policy outlines how Go Inclusion manages complaints in a respectful, fair, and timely manner. We welcome all feedback, including concerns and complaints, as a way to improve our services and strengthen trust with the families and children we support.
This policy applies to all participants, families, carers, advocates, staff members, contractors, and other stakeholders who interact with Go Inclusion.
Go Inclusion is committed to:
Providing a safe and accessible process for giving feedback or making a complaint
Responding to all complaints fairly and promptly
Supporting a culture of continuous improvement
Protecting individuals from retribution or negative consequences for raising a complaint
Complying with the NDIS Quality and Safeguards Commission requirements and relevant laws
A complaint is any expression of dissatisfaction with a service, decision, action, or behaviour by Go Inclusion, its staff, or representatives. This includes concerns about:
Quality of service
Communication and conduct
Safety or rights
Breaches of privacy or confidentiality
Access or inclusion barriers
Advocacy or representation issues
Anyone can make a complaint verbally, in writing, or anonymously. Complaints can be submitted:
In person or by phone to a staff member
By email to: [Insert Email]
Through our website form (if available)
By letter to: [Insert Postal Address]
Through an advocate, support person or carer
Anonymously (although follow-up may be limited)
We encourage complaints to be raised as early as possible so we can resolve issues quickly.
Go Inclusion recognises that making a complaint can be difficult. We support complainants by:
Providing information in accessible formats
Offering assistance with communication (e.g. using interpreters, Easy Read versions)
Respecting cultural, linguistic, and disability-related needs
Accepting complaints through trusted advocates, carers, or family members
Ensuring people with disability are not disadvantaged or penalised for complaining
Go Inclusion follows a clear, fair, and transparent process:
We acknowledge receipt within 2 working days (unless anonymous)
We confirm understanding of the complaint and explain next steps
A trained staff member not directly involved in the matter will assess the issue
We may seek more information or speak with those involved
Investigations are conducted impartially and confidentially
We aim to resolve complaints within 10 working days
The outcome and reasons are shared with the complainant in writing (or preferred format)
Where appropriate, we will offer an apology and take corrective actions
We check whether the outcome was satisfactory
We review complaint themes to improve services and prevent future issues
If you are not satisfied with the outcome or how your complaint was handled, you may escalate your complaint to:
Ā 1800 035 544
Ā contactcentre@ndiscommission.
Disability Advocacy organisations
Office of the Australian Information Commissioner (for privacy issues)
Ombudsman or relevant tribunals depending on the nature of the complaint
Go Inclusion will support any person wishing to escalate their complaint.
All complaints are handled confidentially in accordance with the Privacy Act 1988 (Cth)
Records are kept securely, separate from participant files
We record the nature of the complaint, investigation details, outcomes, and any changes made
Go Inclusion uses complaints and feedback to:
Monitor service quality
Identify staff training needs
Inform planning and innovation
Report trends and risks to management
Meet our reporting obligations under the NDIS Practice Standards
All staff are responsible for encouraging feedback and supporting participants to make complaints
The Practice Manager is responsible for overseeing complaints handling, investigations, reporting and service improvements
The Director is responsible for governance and review of this policy
This policy is reviewed every 12 months, or sooner if required by legislation, regulatory changes or as part of internal quality reviews.
For complaints or questions about this policy, please contact:
Go Inclusion
7 Australia Avenue, Sydney Olympic Park
info@goinclusion.com.au
0423 286 650
ABN: 72564017183
