Shore Support welcomes feedback and complaints as an opportunity to improve our services. We take all complaints seriously and will respond promptly, fairly and confidentially. Making a complaint will never affect the quality or continuity of your supports.
How to Make a Complaint
You can make a complaint by:
- Emailing us at hello@shoresupport.com.au
- Asking your support worker to pass on your feedback
- Having a trusted person, carer or advocate contact us on your behalf
Our Process
When we receive a complaint, we will:
- Acknowledge your complaint within 2 business days
- Investigate fully and fairly, with your input where appropriate
- Provide a written outcome within 10 business days
- Keep you informed if more time is needed
- Treat all complaints with complete confidentiality
External Complaints
If you are not satisfied with our response, or if you prefer to raise your concern externally, you have the right to contact:
- NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: www.ndiscommission.gov.au - NSW Fair Trading (for consumer matters)
Phone: 13 32 20
Website: www.fairtrading.nsw.gov.au
Continuous Improvement
All complaints and feedback are reviewed to identify patterns and opportunities to improve our services. We are committed to learning from every complaint and using it to deliver better outcomes for participants.
Contact
To share feedback or make a complaint: hello@shoresupport.com.au