Feedback and Complaints

Cross Care Support values the feedback received from all clients, families and stakeholders of the business. Through the development of robust policy and procedure, Cross Care Support intends to utilise all opportunities available to identify areas for improvement and to share positive client and stakeholder feedback and experiences. 

How can I provide feedback and complaints?

Phone

You may call your relevant management contact person to submit feedback over the phone.

Online

To submit your feedback online, please complete the form at the bottom of this page.

Alternatively, you can email admin@crosscaresupport.com.au with the relevant information.

Written Feedback

To submit written feedback, you may:

  • Hand it to a staff member to pass on to management

  • Email it to admin@crosscaresupport.com.au

Conduct of all parties

Cross Care Support will ensure that all people making a complaint are treated with respect. All parties are expected to handle feedback and complaints with professionalism, respect, and a commitment to constructive resolution. All information contained within a complaint will be kept confidential and all matters will be acted on within timely manner, addressing concerns effectively.

Our procedure

When a feedback or complaint is made, a manager will receive the feedback.

This person will:

  • acknowledge to feedback/complaint that has been made

  • be in contact with you if further details and discussions are required

  • discuss the process that will be undertaken to resolve your complaint

  • contact you to inform you of the progress of your complaint until a constructive resolution has been reached.

If you prefer to not contact us directly with a complaint or are dissatisfied with the outcome provided, we encourage you to seek support from the following:

  • Your local area coordinator or Coordinator of Supports

  • The NDIS Quality and Safeguards Commission by phone on 1800 035 544 or by completing the online complaints form at ndiscommission.gov.au.

Feedback Form

At Cross Care Support, we welcome your feedback. With feedback, we can review our services and make changes that improve our day-to-day operations.