Complaints and Feedback Policy

Vitality Support Care welcomes feedback, compliments, and complaints to continually improve our NDIS service delivery. Anyone can make a complaint without fear of negative consequences.

To lodge feedback or initiate our internal resolution process, call 0450 906 808 or email info@vitalitysupportcare.com.au. Escalation pathways to the NDIS Commission are fully supported.

1. Our Commitment

At Vitality Support Care, we believe that every participant has the right to speak up, express their views, and complain about services that do not meet their expectations.

Your feedback is highly valued and helps us refine our clinical and accommodation workflows. All complaints are treated with absolute confidentiality, fairness, and promptness.

2. Who Can Lodge a Complaint?

• NDIS Participants currently supported by us.
• Family members, guardians, or primary advocates.
• Support Coordinators, Plan Managers, or external service partners.
• Members of the community or our professional support workforce.

3. How to Lodge a Complaint

• By Phone: Call our intake team directly on 0450 906 808.
• By Email: Send detailed feedback to info@vitalitysupportcare.com.au.
• By Mail: Complaints Officer, Vitality Support Care, Cranbourne North, VIC 3977.
• In Person: Speak directly to any staff member or your dedicated house supervisor.

4. Our Internal Complaint Resolution Process

1. Acknowledgement: We will acknowledge receipt of your complaint within twenty-four (24) business hours of submission.
2. Investigation: Our Quality and Safeguards team will thoroughly review the details of the complaint, interview relevant parties, and assess compliance standards.
3. Resolution: We aim to investigate, resolve, and communicate an outcome within five (5) business days. Complex matters may require additional time, and you will receive regular updates.
4. Action: Corrective operational steps, staff training, or policy changes will be implemented immediately based on findings to prevent recurrence.

5. External Escalation Pathways

If you are unsatisfied with our internal response, or you do not feel comfortable raising the issue directly with us, you have the legal right to contact the NDIS Quality and Safeguards Commission directly.

For aged care services delivered under a Home Care Package, you may also contact the Aged Care Quality and Safety Commission on 1800 951 822. Using either Commission does not affect your services with us. Interpreters and language support are available for any complaint.