1. Purpose
Hausmate Pty Ltd values complaints as an important source of feedback that helps us improve our services. This policy ensures all complaints are managed fairly, transparently, and in a timely manner, consistent with the NDIS Practice Standards (Quality Indicator 2.5) and the NDIS Code of Conduct.
We are committed to a complaints process that is accessible, responsive, and free from any form of reprisal or negative consequence for the person who complains.
2. Who Can Complain
The following people may make a complaint to Hausmate:
- NDIS participants receiving services from Hausmate
- Family members, carers, or representatives of participants
- Support coordinators acting on behalf of a participant
- Any member of the community with a concern about our services
- Hausmate staff members (who may also use the Whistleblower Policy)
3. What You Can Complain About
You can complain about any aspect of your experience with Hausmate, including but not limited to:
- Quality or safety of service delivery
- Staff behaviour, attitude, or conduct
- Failure to respect your rights, dignity, or privacy
- Billing or invoicing errors
- Cancellations or missed appointments
- Communication issues
- Discrimination or inappropriate treatment
4. How to Make a Complaint
Complaints Contacts:
📞 Phone: 1800 000 000 (Mon–Fri 8am–6pm)
✉️ Email: complaints@hausmate.com.au
📝 In writing: PO Box [Address], [City], [State] [Postcode]
💬 In person: Request a meeting with the Operations Manager
You can make a complaint:
- Verbally (by phone or in person) — a staff member will document it on your behalf
- In writing (email or letter)
- Via a representative, advocate, or support coordinator
- Anonymously — anonymous complaints will be investigated to the extent possible
Complaints may be made in your preferred language. An interpreter service will be arranged at no cost if required.
5. Our Response Process
- Acknowledgement — We will acknowledge your complaint within 2 business days of receipt
- Assessment — The Compliance Officer will assess the nature and seriousness of the complaint and assign it to the appropriate person for investigation
- Investigation — We will gather relevant information, speak with those involved, and review records
- Resolution — We will determine the outcome and identify any remedial actions required
- Communication — We will inform you of the outcome and any actions taken
- Review — If you are not satisfied, you may request an internal review or escalate externally
6. Timeframes
| Step | Timeframe |
|---|---|
| Acknowledgement | 2 business days |
| Initial response / update | 5 business days |
| Full resolution (straightforward complaints) | 10 business days |
| Full resolution (complex complaints) | 30 business days (with progress updates) |
If a complaint cannot be resolved within the above timeframes, the complainant will be notified in writing with an explanation and updated timeframe.
7. Escalation
If you are not satisfied with the outcome of your complaint, you may:
- Request that the complaint be reviewed by the Director
- Seek the assistance of an independent advocate
- Lodge a complaint with the NDIS Quality and Safeguards Commission
8. External Complaints
You always have the right to complain directly to the NDIS Quality and Safeguards Commission, regardless of whether you have first complained to Hausmate.
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: ndiscommission.gov.au/participants/complaints
TTY: 133 677 | Translating and Interpreting Service: 131 450
9. Records and Reporting
Hausmate maintains a Complaints Register that records all complaints, their status, and outcomes. The register is reviewed monthly by the Operations Manager and quarterly by the Director to identify trends and opportunities for improvement. Complaint data is de-identified and reported in our annual quality review.
All complaint records are retained for a minimum of 7 years.