NDIS Compliments and Complaints
Brisbane Bayside
At Stones Disability Services, we value your voice. Whether you want to share a positive experience or raise a concern, your feedback helps us deliver better services and ensure that every participant feels supported, respected, and heard. Providing NDIS feedback is an important part of strengthening the disability sector. It allows us to celebrate what is working well and identify areas for improvement. We encourage participants, families, carers, and stakeholders to speak openly with us because your opinion directly shapes the quality of support we provide.
Why Your Feedback Matters
Continuous improvement: Every compliment or complaint helps us reflect and refine our approach.
Accountability: Transparent feedback ensures we remain aligned with the NDIS Quality and Safeguards Commission standards.
Empowerment: Sharing your experiences gives participants a stronger participant voice in the way services are delivered.
Trust: An open complaints process in disability services builds confidence that concerns will be addressed fairly.
Complaints
We understand that sometimes things do not go as expected. Raising a complaint ensures your concern is taken seriously and handled with fairness and respect. You will never be disadvantaged for making a complaint, and all matters will be treated confidentially.
Our Complaints Process
We follow a clear, step-by-step approach to ensure every concern is properly addressed:
1. Raise your concern
Speak directly with your support worker, coordinator, or another team member.
Alternatively, contact our office via phone: or email.
2. Submit in writing (optional)
You may submit your complaint via our online form, by email, or in writing.
3. Acknowledgement
We will acknowledge your complaint within 24-48 hours.
4. Investigation
The matter will be investigated fairly and objectively. We may contact you for further details.
5. Resolution
We will provide a written or verbal response with the outcome, including any actions taken.
6. Escalation
If you are not satisfied with our response, you may escalate your complaint to the NDIS Quality and Safeguards Commission.
Independent Oversight
If you feel your issue has not been resolved, you can contact the NDIS Quality and Safeguards Commission directly:
Website: https://www.ndiscommission.gov.au
Phone: 1800 035 544
The Commission provides an independent complaints process for NDIS participants, families, and carers.
Or the National Disability Insurance Scheme Association for advocacy:
Website: https://ndisa.org/
Our Commitment
At Stones Disability Services, we are committed to:
Listening to participants and respecting their voice
Responding to feedback promptly and fairly
Meeting all NDIS complaints and feedback obligations
Using feedback to continuously improve the quality and safety of our supports
Your feedback is not only welcome, it is essential. Together, we can ensure our services remain participant-focused, safe, and responsive.
NDIS Compliments and Complaints Form
Please fill in the form below to provide a compliment or complaint.
Include relevant details, such as 'compliment' or 'complaint', date, names, and specifics.
Stones Disability Services will follow up within 24-48 hours.
If it is urgent please call Ursula on 0477 297 455.
Your information is private and confidential. Please see our privacy policy for further information.
Thank you for taking the time to send us feedback.
Frequently Asked Questions
Question 1: Is the NDIS means-tested?
No. It’s based on disability needs, not income.
Question 2: Can I change providers?
Yes. You have choice and control. We’ll help you transition smoothly if needed.
Question 3: What if I don’t use all my funding?
We can help you plan your supports so your budgets are used wisely and in line with your goals.
Question 4: How do reviews work?
Plans are reviewed regularly. Keep track of what’s working, what’s not, and any changes you want to request.
Contact SDS
Phone
Business Hours
Mon - Fri: 10am - 4pm
Sat - Sun: Closed
Address
PO Box 9145
Wynnum West QLD 4178
Email: [email protected]
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