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Complaints Policy

Wyndham Elite Support Services > Complaints Policy

NDIS Services Complaints Policy

Phone: 1800 328 885  |  Email: contact@wyndhamelitesupportservices.com.au  |  Website: https://www.wyndhamelitesupportservices.com.au

About this policy

Wyndham Elite Support Services Pty. Ltd. (ABN 32 641 167 133) is committed to providing high-quality, safe supports to NDIS participants. We welcome feedback and complaints as an opportunity to improve our services. This policy explains how participants, families, carers, advocates, and other members of the public can raise a concern or complaint about any of our NDIS supports and services, and what they can expect from us in response.

This policy applies in addition to, not instead of, our separate Centrepay Complaints Policy, which deals specifically with complaints about Centrepay deductions.

Our commitment

We are committed to:

  • making it easy for anyone to raise a concern or complaint, in a way that works for them
  • treating every complaint seriously, respectfully, and without judgement
  • protecting people from any disadvantage, retaliation, or reduction in service as a result of making a complaint
  • resolving complaints fairly, promptly, and, where possible, informally at the first point of contact
  • using complaints to continuously improve the quality and safety of our services

Who can make a complaint

A complaint can be made by:

  • an NDIS participant receiving supports from us
  • a family member, carer, guardian, or nominee
  • an advocate, support coordinator, or other representative acting on someone’s behalf
  • a staff member, contractor, or visitor
  • any other member of the public

You can make a complaint yourself, or ask someone else — such as an advocate, family member, support coordinator, or the NDIS Quality and Safeguards Commission — to make it for you. We will accept established third-party authority where it exists, and otherwise may confirm with you that the person is authorised to act on your behalf.

How to make a complaint

You can make a complaint with us using any of the following channels:

Complaints can also be made anonymously. While this may limit our ability to follow up directly with you, we will still record and consider the complaint.

To help us investigate and resolve your complaint, it’s helpful to include:

  • your name and contact details (unless you wish to remain anonymous)
  • the date or dates the issue occurred
  • the names of any staff or services involved
  • details of what happened and what outcome you are seeking
  • any supporting documents or information

Support to make a complaint

We recognise that some people may need support to raise a complaint. We can arrange:

  • access to interpreters or translated information, including via the Translating and Interpreting Service (TIS National) on 131 450
  • communication support for people who are deaf or have a hearing or speech impairment, via the National Relay Service on 1300 555 727
  • information in accessible or easy-read formats on request
  • support to access an independent advocate

What happens when you make a complaint

When you make a complaint, you can expect us to:

  • acknowledge your complaint promptly, generally within 2 business days
  • listen to your concerns and, wherever possible, try to resolve simple matters immediately
  • investigate the complaint fairly, impartially, and without discrimination or detriment to you
  • keep you informed of progress throughout the process
  • aim to resolve complaints within 20 business days, and let you know if more time is needed and why
  • explain the outcome of our investigation and any action taken
  • handle your complaint confidentially and in accordance with our privacy obligations
  • escalate serious, complex, or repeated complaints to senior management

If your complaint relates to the immediate safety or wellbeing of a participant, we will act promptly to address any immediate risk before completing the full investigation process, and will manage the matter in line with our incident management and reportable incidents obligations where relevant.

If you’re not satisfied with the outcome

If you’re not happy with how we’ve handled or resolved your complaint, you can ask us to review it, or you can take your complaint to an external body at any time — you don’t need to complain to us first, and you can do so at any stage.

External bodies you can contact include:

  • NDIS Quality and Safeguards Commission – 1800 035 544, https://www.ndiscommission.gov.au (for complaints about the quality or safety of NDIS supports and services)
  • Services Australia – 1800 132 468 (for complaints related to Centrepay deductions — see our Centrepay Complaints Policy above for details)
  • Consumer Affairs Victoria – 1300 558 181, https://www.consumer.vic.gov.au
  • Australian Financial Complaints Authority (AFCA) – 1800 931 678, https://www.afca.org.au

Privacy and confidentiality

All complaints are handled confidentially and in line with our privacy obligations. Information about your complaint will only be shared with people who need to know it in order to investigate and resolve the matter, or where we are required to report it to a regulatory body such as the NDIS Quality and Safeguards Commission.

Continuous improvement

We review complaints regularly to identify trends, risks, and opportunities to improve our services. Feedback and complaints are considered as part of our ongoing quality and safeguarding processes.

Record keeping

We maintain records of complaints electronically within our client and case management software, with access restricted to authorised staff. Complaint records are kept securely for a minimum of 7 years in accordance with our privacy obligations, and may include:

  • details of the complainant (unless made anonymously)
  • details of the complaint
  • actions taken
  • the outcome of the complaint
  • any referral or reports to relevant regulatory authorities, including information about dispute resolution schemes