Feedback & Complaints

1. Our Commitment to You

Uplift Support Services is committed to providing safe, high-quality supports to every participant. As part of our obligations under the NDIS Code of Conduct, we maintain an accessible, fair and transparent complaints management system, and we treat every piece of feedback — positive or negative — as an opportunity to improve. We will handle every complaint promptly, fairly, confidentially, and without judgement.

2. Your Right to Give Feedback or Complain

You have the right to give feedback or make a complaint about any part of the supports and services we provide, including (but not limited to):

• The quality or safety of a support or service;
• The conduct of a staff member or support worker;
• How your privacy has been handled;
• Billing, invoicing or plan management matters; or
• Any other concern about how you have been treated.

You can give feedback or make a complaint yourself, or have a family member, carer, advocate, or nominee do so on your behalf.

3. How to Give Feedback or Make a Complaint

You can contact us in whichever way is easiest for you:

• By phone: 0481 370 086
• By email: upliftsupportservices@gmail.com
• In writing: using our online contact form
• In person or verbally, directly to your support worker or our team, who will make sure it is recorded and passed on appropriately.

You are also welcome to give feedback anonymously if you prefer not to identify yourself — we still record and act on anonymous feedback wherever possible.

4. What Happens Next

1. Acknowledgement: We will acknowledge receipt of your complaint as soon as possible, generally within 2 business days.
2. Investigation: We will look into the matter fairly and thoroughly, keeping you informed of progress, and giving anyone directly involved the opportunity to respond.
3. Resolution: We aim to resolve most complaints within 21 days. If a matter is complex and needs more time, we will explain why and keep you updated.
4. Outcome: We will explain the outcome of our investigation and any actions we are taking as a result, including any changes to our practices to prevent similar issues in future.

Where a complaint indicates a reportable incident (such as abuse, neglect, or a serious safety concern), we are required to notify the NDIS Quality and Safeguards Commission in line with the NDIS (Incident Management and Reportable Incidents) Rules 2018, regardless of the outcome of our internal process.

5. Support to Make a Complaint

We want every complaint to be easy to make. If you need support to give feedback or raise a complaint, we can help arrange:

• An advocate or support person of your choosing to assist or represent you;
• Interpreter support through the Translating and Interpreting Service (TIS National) on 131 450; or
• Accessible communication formats and the National Relay Service on 1800 555 727 (or 133 677 for TTY).

6. If You're Not Satisfied With Our Response

You do not have to raise a concern with us first, and you can escalate a complaint externally at any time. Complaints about NDIS-funded supports can be made directly to the:

Complaints specifically about the handling of your personal information can also be made to the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 or at oaic.gov.au — see our Privacy Policy for details.

7. Protection From Retribution

Making a complaint will never negatively affect the supports you receive from us. We are committed to a culture of open disclosure, and no participant, family member or carer will experience retaliation, reduced service quality, or any other adverse consequence as a result of raising a concern in good faith.

8. Contact Us

We'd genuinely like to hear from you — whether it's a compliment, a suggestion, or a complaint.