Official Policy Documentation
Compliance, Rights & Feedback
This page contains First Choice Support Care's official policies on feedback, complaints, participant rights, and advocacy. These policies are maintained in accordance with the NDIS Quality and Safeguards Commission requirements.
Feedback and Complaints Policy
Effective Date: 1 January 2024 | Review Date: 1 January 2026
Policy Statement
First Choice Support Care is committed to providing high-quality support services that meet the needs and expectations of our participants. We welcome feedback—including complaints—as an opportunity to improve our services and ensure participant satisfaction. This policy outlines the process for submitting feedback or complaints and how we respond to them.
What is Feedback and Complaints?
- Feedback
- Comments, suggestions, compliments, or general opinions about our services. Feedback helps us understand what we're doing well and where we can improve.
- Complaint
- An expression of dissatisfaction or concern about our services, staff, or decisions. All complaints are taken seriously and addressed confidentially.
Our Commitment
- We welcome all feedback and complaints as opportunities to improve
- We treat all feedback and complaints confidentially and without prejudice
- We respond to complaints within 5 business days with an acknowledgment
- We aim to resolve complaints within 21 business days
- We support participants to raise concerns without fear of retribution
- We document all complaints and our responses for continuous improvement
How to Provide Feedback or Make a Complaint
You can provide feedback or make a complaint in any of the following ways:
By Post
Written correspondence to:
First Choice Support Care
[Street Address]
[Suburb, State, Postcode]
Complaint Resolution Process
- 1
Receipt of Complaint
We acknowledge your complaint within 5 business days and confirm how we intend to address it.
- 2
Investigation
We review the complaint, gather relevant information, and speak with all parties involved where appropriate.
- 3
Resolution Proposal
We provide a written response outlining our findings and proposed resolution within 21 business days.
- 4
Resolution and Follow-Up
We implement the agreed resolution and follow up to ensure you are satisfied with the outcome.
- 5
External Review
If you are not satisfied with our response, you have the right to escalate your complaint to the NDIS Quality and Safeguards Commission.
External Resolution — NDIS Quality and Safeguards Commission
If you are not satisfied with our response to your complaint, or if you prefer to raise your concern directly with an independent body, you may contact the NDIS Quality and Safeguards Commission:
NDIS Quality and Safeguards Commission
Independent External Complaints Resolution
The NDIS Quality and Safeguards Commission is an independent statutory body responsible for regulating NDIS providers, resolving complaints, and safeguarding the rights of NDIS participants.
Participant Rights & Advocacy
Effective Date: 1 January 2024 | Review Date: 1 January 2026
Policy Statement
First Choice Support Care recognises and respects the rights of all NDIS participants. We are committed to upholding these rights in all aspects of service delivery. Participants are supported to exercise choice and control, maintain their dignity, and access independent advocacy when needed.
Your Core Rights as an NDIS Participant
Choice and Control
You have the right to make decisions about the supports you receive, who provides them, and how they are delivered. We work with you to co-design your support plan.
Dignity and Respect
You have the right to be treated with dignity, respect, and fairness at all times. We value your individuality and ensure you are never subjected to discrimination or abuse.
Privacy and Confidentiality
You have the right to privacy. Your personal and health information is handled in accordance with privacy laws and kept confidential, shared only with your consent.
Freedom of Expression
You have the right to express your views, provide feedback, and raise complaints without fear of retribution. Your voice matters in shaping your support.
Quality and Safety
You have the right to receive safe, high-quality supports that meet your needs. We maintain appropriate safeguards and continuously improve our services.
Access to Independent Advocacy
You have the right to access an independent advocate if you need support to understand your rights, make decisions, or resolve concerns about your supports.
Our Commitment to NDIS Practice Standards
First Choice Support Care operates in accordance with the NDIS Practice Standards, which define the quality of services to be provided to NDIS participants. These standards cover:
- Rights and Responsibilities
- Governance and Operational Management
- Provision of Supports
- Support Provision Environment
Independent Advocacy Services
What is an Advocate? An advocate is someone who can help you understand your rights, make decisions about your supports, and speak up if you have concerns. Advocates are independent from service providers like First Choice Support Care.
When might you need an advocate?You may benefit from advocacy support if you:
- Want help understanding your rights as an NDIS participant
- Need support preparing for meetings or making important decisions
- Feel your concerns are not being heard or addressed
- Want help resolving a complaint or disagreement
- Prefer to have someone else speak on your behalf
How to Access an Advocate
You can contact independent advocacy services directly:
- National Disability Advocacy Program (NDAP): dss.gov.au
- Disability Advocacy Network Australia (DANA): dana.org.au
No Adverse Consequence for Raising Concerns
First Choice Support Care guarantees that there will be no adverse consequences, reduction in services, or discrimination against any participant who raises a concern, makes a complaint, or accesses advocacy services. You have the right to speak up—and we encourage you to do so.