Your Voice Matters: Helping Us Deliver Better Care Every Day
At Delightful Home Care Service , we are committed to delivering the highest quality disability care and support. We welcome all forms of feedback—whether it is a compliment, a suggestion for improvement, or a formal complaint. Your input gives us valuable insights into what we are doing well and where we can improve across Western Sydney & Macarthur.
Under the NDIS Quality and Safeguards Framework, raising a concern or complaint is your fundamental right. We guarantee that sharing your thoughts will always be safe, confidential, and handled without any negative impact on the care you receive.
Why Your Feedback is Essential
Open communication helps us build stronger, more trusting relationships with participants, families, and support networks.
- Compliments: Let us know when a support worker or care team member has gone above and beyond so we can recognize their exceptional service.
- Suggestions: Share ideas on how we can improve our daily routines, community activities, or accommodation services.
- Complaints: Tell us when something hasn’t gone as expected so we can investigate, resolve the issue, and ensure it doesn’t happen again.
We Are Here to Listen and Take Action
You can share feedback openly or anonymously. Our leadership team treats every concern with seriousness, empathy, and urgency.
Our 4-Step Complaints Resolution Process
We handle all complaints promptly, fairly, and transparently following our structured internal resolution process:
- Receipt & Acknowledgement: We acknowledge your complaint within 24 hours (or 1 business day) and assign a dedicated Quality Coordinator to review your concern.
- Investigation & Assessment: We discuss the issue with you, gather relevant details, and review care records or support worker logs in complete confidentiality.
- Resolution Plan: We propose clear corrective actions—such as re-matching support workers, adjusting care plans, or retraining staff—to resolve the issue to your satisfaction.
- Outcome & Review: We provide a formal written response outlining the resolution and follow up with you to ensure you are happy with the changes made.
You Can Involve an Advocate or External Authority
You never have to navigate a complaint alone. You have the full right to involve an independent advocate, family member, or legal representative at any point during the process.
If you are not satisfied with our internal resolution, or if you prefer to lodge your complaint externally, you can contact the NDIS Quality and Safeguards Commission directly:
- Phone: 1800 035 544 (free call from landlines)
- TTY: 133 677
- Website: www\.ndiscommission.gov.au
Frequently Asked Questions
No, absolutely not. Raising a concern will never negatively impact your care, support workers, or standing with Delightful Home Care Service.
Yes, you can submit anonymous feedback through our online form or by mail. While anonymous feedback helps us improve, providing contact details allows us to keep you updated on the resolution.
Your feedback goes directly to our Quality and Operations Management team, who handle all matters confidentially and respectfully.
We acknowledge all complaints within 24 hours and aim to fully resolve most issues within 10 business days, keeping you informed throughout the process.
Yes, you are welcome to use a family member, friend, or an independent disability advocate from the National Disability Advocacy Program (NDAP) to assist you.
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