1. Our Commitment
Hausmate Pty Ltd genuinely values feedback from participants, families, carers, support coordinators, and the community. We treat all feedback — whether positive, constructive, or a formal complaint — as an opportunity to improve the quality and safety of our services.
This policy should be read alongside our Complaint Management and Resolution Policy which provides full detail on our complaint investigation process and timeframes.
2. Types of Feedback
| Type | Description | Example |
|---|---|---|
| Compliment | Positive feedback about our service, staff, or outcomes | "My cleaner was wonderful and always on time" |
| Suggestion | An idea to improve our services | "It would help to get a reminder the night before" |
| Concern | Something that is worrying you but hasn't escalated to a complaint | "I'm not sure my cleaner is using the right products" |
| Complaint | A formal expression of dissatisfaction about our service, staff, or outcomes | "My appointment was cancelled with no notice" |
3. How to Provide Feedback
Ways to contact us:
📞 Phone: 1800 000 000 (Mon–Fri 8am–6pm, Sat 9am–2pm)
✉️ Email: feedback@hausmate.com.au
📝 Written: Post to PO Box [Address]
💬 In person: Ask to speak with a manager at any time
All feedback methods are equally valid. You may use your preferred language — we will arrange an interpreter at no cost if needed. You can also ask a family member, carer, or advocate to provide feedback on your behalf.
4. What Happens Next
Compliments and Suggestions
Compliments are shared with the relevant team member and recorded for quality reporting. Suggestions are reviewed by the Operations Manager and considered for implementation. You will receive an acknowledgement within 5 business days.
Concerns
Concerns are addressed promptly by the Operations Manager. We will follow up with you to ensure the concern has been resolved to your satisfaction within 5 business days.
Complaints
Formal complaints are managed in accordance with our Complaint Management Policy. You will receive an acknowledgement within 2 business days and a resolution within 10 business days (or 30 for complex matters).
5. Anonymous Feedback
You may provide feedback anonymously. Anonymous feedback will be taken seriously and investigated to the fullest extent possible. However, we may be limited in our ability to follow up or communicate outcomes to you if we do not have your contact details.
6. External Bodies
You always have the right to raise concerns or complaints directly with an external body, including:
- NDIS Quality and Safeguards Commission — 1800 035 544 | ndiscommission.gov.au
- NDIS Participant Referral and Information Services (PARIS)
- State or Territory Ombudsman
- Australian Human Rights Commission — 1300 369 711
7. Participant Rights
Providing feedback or making a complaint will never result in any negative consequences for your NDIS supports. Hausmate is committed to ensuring all participants feel safe and supported to speak up. If you feel your rights have been affected following a complaint, contact the NDIS Commission immediately.