Feedback & Complaints
At Sunset Care Services, we value feedback from participants, families, carers, support coordinators, and members of the community. Your feedback helps us improve our services and ensure we provide safe, respectful, and high-quality support.
We welcome your feedback
You can tell us about:
- Something we’ve done well.
- Suggestions for improvement.
- Concerns about our services.
- Complaints about the support you have received.
- Concerns regarding the conduct of our staff.
You can provide feedback or make a complaint without fear that it will affect the support you receive.
How to make a complaint
You can contact us by:
- Phone: (07) 3506 8048 (Ext. 800)
- Email: info@sunsetcareservices.com.au
- Online: Complete our website enquiry form.
- In writing:
- Level 2 8 Clunies Ross court eight mile plains 4113
- East side NT 0870
If you require assistance to make a complaint, we will support you to communicate in the way that best suits your needs.
What happens next?
When we receive your complaint, we will:
- Acknowledge your complaint as soon as possible.
- Listen carefully and gather the relevant information.
- Investigate the matter fairly and respectfully.
- Keep you informed throughout the process.
- Work towards a timely and appropriate resolution.
- Use the feedback to improve our services where appropriate.
Where possible, complaints are resolved promptly. More complex matters may require additional time, and we will keep you updated throughout the process.
Confidentiality
Complaints are handled confidentially wherever possible. Information is only shared with those directly involved in resolving the matter or where required by law.
If you’re not satisfied
If you are not satisfied with how we handle your complaint, you have the right to contact the NDIS Quality and Safeguards Commission.
The Commission can receive complaints about NDIS services and providers and provide independent assistance where appropriate.
We encourage you to speak with us first whenever you feel comfortable doing so, as many concerns can be resolved quickly through open communication.