How to Make a Complaint
At CuidadoConnect, we are committed to providing the highest quality service. Your feedback helps us improve and ensures we meet our standards of excellence.
Complaints can be made by participants, family members, carers, or any interested party.
We take all complaints seriously and are committed to addressing your concerns promptly and fairly. Please use any of the following channels to submit your complaint:
Contents
Available Channels
Send a written complaint to:
Complaints Officer CuidadoConnectc/- Mint Financial
Level 2, 213-219 Buckley Street
Essendon VIC 3040
Your Rights During the Complaints Process
We are committed to protecting your rights and ensuring you are treated fairly throughout the complaints process.
Right to Make a Complaint
Participants, family members, carers, advocates, or any interested party can make a complaint at any time.
Right to Support
You can have a support person, advocate, or representative with you throughout the process.
Right to Be Involved
You'll be appropriately involved throughout the process and your input will be sought on resolution options.
Right to Information
Clear communication in plain language with regular updates (minimum every 3 days during investigation).
Right to Confidentiality
All complaint information is kept confidential and stored securely.
Right to No Retaliation
Making a complaint will not affect your services or result in negative treatment.
Right to Escalate
You can escalate to the NDIS Commission at any time, and we'll support you to do so.
Right to Accessibility
Interpreter services, alternative formats, and communication support available.
Protection from Adverse Effects
CuidadoConnect Guarantees:
- No person making a complaint will experience: reduced service quality, service termination, negative treatment or discrimination, or any disadvantage or reprisal
- Your services continue without prejudice during the entire complaint process
- This protection applies to: participants, family members or carers, representatives or advocates, and anyone raising a concern on behalf of a participant
- We monitor to ensure no adverse effects occur and treat all complaints as opportunities for improvement
- Confidentiality: All complaint information is kept confidential, stored securely, and only disclosed when required by law or necessary for investigation (with your consent)
What Happens Next?
Our complaints process follows a clear, step-by-step approach to ensure your concerns are addressed thoroughly and fairly.
Acknowledgment
We acknowledge receipt of your complaint and begin the process:
- Assign a unique Complaint ID for tracking
- Confirm the process and expected timeframes
- Provide contact details for updates
- Advise you of NDIS Commission escalation option
Timeframe: Within 24 hours
Assessment
We review your complaint to determine the best approach:
- Review complaint details
- Classify urgency and complexity
- Attempt immediate resolution for simple issues
- If resolved immediately: confirm in writing and close
- If formal investigation needed: proceed to next step
Timeframe: Same day if possible
Investigation
Detailed investigation of your concerns with your involvement:
- You'll be involved throughout the process
- Regular updates (minimum every 3 days)
- We'll contact you for additional information if needed
- You'll have input on resolution options
Timeframe: 5-14 working days
Resolution
We provide a written outcome explaining:
- What happened (investigation summary)
- What we found (findings)
- What we're doing about it (actions taken)
- Prevention measures for future
- Confirmation of NDIS Commission escalation pathway
- Offer support to contact Commission if desired
Timeframe: Within 30 business days total
Follow-up
We contact you to ensure satisfaction:
- Confirm satisfaction with outcome
- Address any remaining concerns
- Verify no adverse effects on your services
- Close complaint when satisfied
Timeframe: Within 5 days of resolution
Support Available for Making Complaints
We want to make it as easy as possible for you to raise concerns. Various support options are available to help you through the complaints process.
Communication Support
- Multiple channels: Email, online, mail, or in-person by appointment
- Plain language: All communication in clear, simple language without jargon
- Your preferred format: Written, verbal, or visual communication as you prefer
- Regular updates: You'll receive progress updates throughout the investigation
Language & Accessibility
- Free interpreter services through TIS National: 131 450
- Alternative formats: Large print, Easy Read, translated versions available
- Accessible documents: Contact us to request your preferred format
- Communication support: We'll work with you to ensure you can participate fully
Advocacy & Representatives
- Family, carers, advocates welcome to support you throughout the process
- Support persons can attend meetings or be on calls with you
- Someone can make the complaint on your behalf - representatives have full access
- Free advocacy support available through National Disability Advocacy Program
Emotional Support
- Person-centered approach: We acknowledge your concerns with empathy and respect
- Patience with process: We understand complaints can be stressful
- Your experience matters: We take your feedback seriously as an opportunity to improve
- No pressure: You can take breaks and proceed at a pace that works for you
External Escalation
If a complainant is not satisfied with the outcome or prefers to raise their concern externally, they may contact the NDIS Quality and Safeguards Commission:
Send a written complaint to:
NDIS Quality and Safeguards Commission PO Box 210Penrith NSW 2751
Accessible Formats Available: This complaints information is available in alternative formats including Easy Read, large print, and audio. Contact us at complaints@cuidadoconnect.com to request your preferred format.