Reliable Hands Complaints
Complaints Process
Your Voice Matters – Safe, Confidential, and Respected
Our Commitment to You
We welcome your feedback and take all concerns seriously. You have the right to raise concerns without fear of discrimination, victimisation, or impact on your services.
What You Can Complain About
- Quality or safety of care
- Staff behaviour or professionalism
- Communication issues
- Cultural sensitivity or language services
- Billing or financial matters
- Privacy and confidentiality
- Access to services
- Discrimination or harassment
- Facility or equipment concerns
- Any other service-related issues
How to Make a Complaint
📞 Phone
1300 685 206
24/7, interpreter services available
📧 Email
reliablehandsccs@gmail.com
Secure and confidential, response within 24 hours
📝 Written
2 Chadsvale Court,
Woodridge QLD 4115
Marked "Confidential – Complaints"
Anonymous complaints accepted
👥 In Person
Speak to any staff member or request the manager
Support person welcome
Our Complaints Process
Step 1: Acknowledgment (24 Hours)
- Complaint reference number
- Name of the person handling your complaint
- Expected timeframe for resolution
- Information about external complaint options
Step 2: Investigation (5 Working Days)
- Consult relevant staff
- Review documentation and records
- Consult with you throughout
- Identify root causes
Step 3: Resolution (10 Working Days)
- Provide detailed explanation
- Actions taken to address issue
- Changes to prevent recurrence
- Follow-up arrangements if needed
Step 4: Follow-Up (30 Days)
- Ensure satisfaction with outcome
- Confirm actions implemented
- Identify continuous improvement opportunities
🚨 Urgent or Serious Concerns
- Emergency Services: 000
- NDIS Commission: 1800 035 544
- Support at Home Commission: 1800 951 822
- Police: 000 or local station
External Complaint Options
NDIS Services
- NDIS Quality and Safeguards Commission
- Phone: 1800 035 544
- Website: www.ndiscommission.gov.au
- Email: complaints@ndiscommission.gov.au
Support at Home Services
- Support at Home Quality and Safety Commission
- Phone: 1800 951 822
- Website: www.agedcarequality.gov.au
- Email: complaints@agedcarequality.gov.au
Advocacy Support
- Disability Advocacy Services – local organisations
- Older Persons Advocacy Network (OPAN) – 1800 700 600
- National Disability Abuse and Neglect Hotline – 1800 880 052
Other Options
- Commonwealth Ombudsman – 1300 362 072
- Human Rights Commission – 1300 656 419
- Fair Work Ombudsman – 13 13 94
No Retribution Guarantee
Making a complaint will not affect your services. We strictly prohibit any form of retribution, discrimination, or victimisation.
This complaints process meets NDIS Practice Standards and Support at Home Quality Standards requirements for accessible, confidential, and effective complaint management.