Feedback and Complaint Policy

The Best practices and continuous improvements that are promoted by the management team, create a supportive and respectful culture in MAGICAL CARE that supports the workers, stakeholders and participants to be open to make complaints and feedback and report any issues.In the performance assessment of the management team, this will be assessed and reviewed.

MAGICAL CARE is committed to handle all complaints and feedback until it is resolved completely.

The information related to the complaints and feedback will be dealt confidentially in a way those are discussed directly with involved people. 

If the consent has been provided, a third party would be able to lodge complaints and feedback on behalf of another person.

Any ongoing issue could be identified by tracking and analysing feedback and complaint data. As a part of the continuous improvement process, the feedback, complaints and dispute resolution will be discussed in management team meetings regularly.

Information about this policy & Procedure will be shared with any participant or stakeholder wishing to lodge feedback.

You can complain about your services and supports when:

  • something has gone wrong
  • something is not working well
  • something has not been done the right way
  • something makes you unhappy
  • you have been treated badly.

What do we do about complaints?

  • We listen to complaints
  • help people fix their complaints
  • teach worker  about the best ways to handle complaints.

How do you make a complaint to us?

  • You can call us or email us
  • You can call us between 9am and 5pm, Monday to Friday.
  • You can fill out a feedback form or complaint form attached to your Welcome Pack.

When you are not satisfied with our solutions, a complaint can be made to the NDIS Commission by: