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Complaints and Feedback Policy

This statement was last updated on October 2025

Complaints and Feedback Policy - Your Connects

At Your Connects, we value your feedback. It helps us improve our services and ensure every participant receives safe, respectful, and high-quality support.

We are committed to a culture of openness, honesty, and accountability.
You have the right to provide feedback or make a complaint at any time — without fear of negative consequences.

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Your Rights

Under the NDIS Code of Conduct and NDIS Practice Standards, you have the right to:

  • Be treated with dignity and respect;

  • Have your feedback or complaint listened to and responded to fairly;

  • Have an advocate, family member, or representative help you;

  • Contact the NDIS Quality and Safeguards Commission at any time if you are not satisfied with our response.

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How to Provide Feedback or Make a Complaint

You can contact us directly in whichever way feels most comfortable:

📞 Phone: 0412 752 281
📧 Email: info@yourconnects.com.au
📬 Mail: 1 Zirconia mews Cobblebank 3338

You may also speak directly with your Support Coordinator, team member, or another trusted staff member.

We welcome:

  • Positive feedback

  • Suggestions for improvement

  • Complaints or concerns about any aspect of our service

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How We Handle Complaints

When we receive a complaint:

  1. We will acknowledge it within 2 business days.

  2. We will review and investigate fairly, respecting your privacy.

  3. We aim to provide a response or resolution within 21 days.

  4. If further time is needed, we’ll let you know why and keep you updated.

All complaints are treated confidentially and handled in line with our internal Complaints Management Policy, the NDIS (Complaints Management and Resolution) Rules 2018, and relevant Victorian legislation.

 

If You’re Not Satisfied

If you feel your concern hasn’t been resolved, you can contact:

NDIS Quality and Safeguards Commission
📞 1800 035 544 (free call)
🌐 www.ndiscommission.gov.au
📧 feedback@ndiscommission.gov.au

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Our Commitment

Your Connects is committed to learning from feedback and using it to strengthen our services.
Every voice matters, your feedback helps us grow, improve, and better support our community.

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