Feedback & Complaints

Feedback & Complaints

Kids+ welcomes feedback and complaints and is committed to making sure people feel safe and confident to tell us their concerns.

Kids+ has a responsibility to ensure that we are delivering safe and quality services to our participants. Feedback from you is an important indicator of whether this responsibility is being fulfilled.

Kids+ fosters a culture of continuous improvement and feedback from our participants enables to deliver the best possible service and outcomes.

You are welcome to use an advocate to help you submit your complaints and appeals and Kids+ can provide you information on who you can speak to if an advocate might be needed.

We’d be grateful if you could identify whether your feedback relates to someone under 18. This will ensure we take into account any additional child safety considerations when undertaking our investigation.  If you would like to discuss this further, please contact us on the details below.

You are not required to provide your personal details if you would like to make an anonymous complaint.

Please note, if you make a complaint and do not include your personal details, we will not be able to let you know of the progress, or outcome.

Kids+ adheres to Australian Privacy Laws.  Therefore if you make a complaint, we will protect the privacy of every person involved.

How We Handle Complaints

We aim to address and resolve complaints quickly and fairly.

  • All complaints will be acknowledged.

  • Complaints made in writing will be acknowledged within 3 working days.

  • Kids+ aims to seek resolution of all complaints within a timely manner and by the timeframes given in your Funding and Service Agreement with us.

  • Unless otherwise stated in Laws or Funding and Service Agreements, Kids+ aims to seek resolution within 30 calendar days.

  • If complaints take longer than 60 calendar days to resolve, Kids+ will tell you the reasons for this.

  • You will be kept up to date in both progress and outcomes.

Any positive feedback or compliments will be recorded and sent to the team or person that it is about.

Lodge a Complaint or send Feedback

You may lodge a complaint, feedback or a compliment in three ways:

  1. Call us on the phone on 03 5223 1475

  2. Send an email to [email protected]

  3. Fill in and submit the form below

You may complain or appeal to alternative bodies if you want to, or if you are dissatisfied with the way your complaint has been managed or are not satisfied with the proposed resolution.

The NDIS Quality and Safeguards Commission (NDIS Commission) is an independent Commonwealth agency established to improve the quality and safety of NDIS supports and services.

The NDIS Commission can take complaints from anyone about:

  • NDIS services or supports that were not provided in a safe and respectful way

  • NDIS services and supports that were not delivered to an appropriate standard

  • how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant.

You can make a complaint to the NDIS Commission by:

For information about making a complaint, visit the NDIS Commission website .