Complaints & Feedback Policy

Jane’s Care values feedback from participants, families, coordinators and other stakeholders. Feedback helps us improve the quality, safety and effectiveness of our services.

We are committed to responding to concerns fairly, respectfully and in line with the NDIS Practice Standards and Code of Conduct.

Providing Feedback

You are encouraged to share feedback or raise concerns if you are dissatisfied with any aspect of our services.

Feedback can be provided by:

• Speaking directly with a Jane’s Care staff member
• Contacting our office by phone or email
• Submitting feedback through our website contact form

All feedback is treated seriously and reviewed by management.

Making a Complaint

If you wish to make a formal complaint, you can contact Jane’s Care using the details below.

When making a complaint, it can help to include:

• Your name and contact details
• A clear description of the issue
• Any relevant dates or events
• What outcome you are seeking

Complaints may also be made by a participant’s representative, guardian or support coordinator.

How We Handle Complaints

Jane’s Care will:

• Acknowledge complaints promptly
• Investigate the concern fairly and respectfully
• Maintain confidentiality where possible
• Work with the person raising the complaint to find an appropriate resolution

Where necessary, we may review documentation, speak with staff or consult with relevant stakeholders.

NDIS Commission

If you are not satisfied with how your complaint has been handled, or prefer to raise concerns independently, you may contact the NDIS Quality and Safeguards Commission.

Website: https://www.ndiscommission.gov.au

Phone: 1800 035 544

The NDIS Commission regulates the quality and safety of NDIS supports and can receive complaints about providers.

Continuous Improvement

Jane’s Care uses complaints and feedback as part of our continuous improvement processes.

Feedback may inform:

• Staff training
• Policy updates
• Service improvements
• Risk management processes

Contact 

Jane’s Care
429 Fitzgerald Street
North Perth WA 6006

Phone: 08 9322 9999
Email: info@janescare.com.au