Contact Us

Phone
1300 791 562

Email
info@respitenow.com.au

Address
Suite 4, 650 Burwood Rd, Hawthorn East, Vic. 3123

Online Enquiry

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It's OK to Complain

"We may not like what you're telling us but we sure want to hear it - and we will learn so thanks for speaking up"

Feedback & Complaints

At Respite Now, we see feedback, both positive and negative, as an essential part of improving our services and building trust with the people we support. Complaints, concerns, suggestions, and compliments help us grow and provide better, safer, and more responsive care.

We are committed to handling all complaints fairly, promptly, and respectfully, in line with the NDIS (Complaints Management and Resolution) Rules 2018 and the NDIS Code of Conduct.

 

Your Right to Speak Up

Everyone has the right to give feedback or make a complaint. This includes:

  • Participants.
  • Family members or carers.
  • Advocates.
  • Support coordinators.
  • Staff and contractors.
  • Members of the public.

You will never be treated unfairly for making a complaint. We protect your privacy and will always respect your wishes about how your concerns are handled.

How You Can Provide Feedback or Make a Complaint

You can provide feedback or raise a concern in a way that suits you:

  • Speak with a staff member or manager directly.
  • Complete our Feedback & Complaints Form (included in your welcome pack).
  • Call our office on 1300 791 562 or 03 7065 9080
  • Email info@respitenow.com.au
  • Speak with a Director - Greg Millard - 0403 577 827 or gmillard@respitenow.com.au
  • Use an advocate to support you during the process.
  • Request an interpreter or communication support.
  • Complete a feedback survey.
  • Contact us anonymously.

What Happens Next

Once we receive your complaint or feedback:

  1. We acknowledge it: usually within 1 working day.
  2. We review it: we will listen, gather information, and consult with you about the outcome you’d like.
  3. We investigate it: complaints are handled with fairness, respect, and privacy. We involve only those who need to know.
  4. We respond: you’ll receive a timely and clear explanation of the outcome and any actions taken.
  5. We improve: we record all feedback and complaints in our secure register, and use the information to guide service improvements.

We aim to resolve all complaints quickly and wherever possible at the point of service. If a complaint is complex or cannot be resolved immediately, we will keep you updated throughout the process.

 

If You're Still Not Satisfied

If you’re unhappy with the outcome of your complaint with Respite Now, you can contact the NDIS Quality and Safeguards Commission for further help:

Need Support to Make a Complaint

You’re welcome to involve an advocate, family member or support person at any time. We can also help connect you with an advocacy service or arrange for communication supports such as an interpreter.

To learn more or to ask for assistance, please call 1300 791 562 or email info@respitenow.com.au.