Complaints & Feedback Policy

St Francis Care is committed to delivering high-quality, person-centred services. We value all feedback — positive, negative or neutral — as an essential part of improving our care. We follow the requirements of the NDIS Quality and Safeguards Commission to ensure all complaints are handled fairly, respectfully and promptly.

All participants, families, carers, advocates and representatives have the right to make a complaint without fear of retribution. You may provide feedback anonymously if you choose.

• Complaints about a service, staff member, process or experience
• Suggestions for improvement
• Concerns about safety or quality
• Positive feedback about great service

You can contact us in any of the following ways:

• Email: admin@stfranciscare.au
• Phone: 
• Online Form: Available on our Contact Page
• In Person: Speak directly with a staff member or manager
• Anonymous Feedback Box: If available at your location
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All complaints are taken seriously and managed with care. Our process includes:

1. Acknowledgement: We aim to acknowledge all complaints within 1–3 business days.
2. Investigation: We review the issue thoroughly and fairly.
3. Response: We provide an explanation, outcome or resolution.
4. Improvement: We use feedback to strengthen our services.

All complaints and feedback are kept confidential and handled according to our Privacy Policy. Information is only shared with relevant staff involved in resolving the issue.

You may escalate your complaint to the NDIS Quality and Safeguards Commission at any time:

NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: ndiscommission.gov.au

If you need help making a complaint, independent advocates are available to support you:

Disability Advocacy Finder: www.disabilityadvocacyfinder.dss.gov.au

Your feedback helps us grow, improve and continue providing compassionate, high-quality care. We encourage you to speak up — your experience helps guide everything we do.requirements of the NDIS Quality and Safeguards Commission to ensure all complaints are handled fairly, respectfully and promptly.