At Crescent Care, we are committed to providing high-quality, person-centred NDIS and community services. Your feedback — positive or negative — helps us improve. Any concerns you raise will be taken seriously, handled fairly, and resolved promptly. You will not be disadvantaged in any way for making a complaint.
How to Give Feedback or Make a Complaint
You can share feedback or raise a concern by any of the following methods:
- Phone: Call us on 1300 95 25 95 (Monday–Friday, 8 AM–8 PM; Saturday–Sunday, 9 AM–6 PM)
- Email: care@crescentcare.org.au
- In Writing: Address your letter to the Complaints Officer, Crescent Care, NSW
- In Person: Speak with any Crescent Care staff member, who will escalate your concern appropriately
Our Complaints Handling Process
We follow a clear, fair, and transparent process when handling all complaints:
- Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
- Assessment: We will assess the nature and seriousness of your complaint and assign it to the appropriate staff member.
- Investigation: We will investigate your complaint thoroughly and impartially, keeping you informed throughout the process.
- Resolution: We aim to resolve all complaints within 21 business days. If more time is required, we will notify you and explain why.
- Outcome: We will provide you with a written outcome, including any actions we have taken or plan to take in response to your complaint.
Your Rights
- Make a complaint without fear of negative consequences to your services
- Have a support person, advocate, or interpreter assist you at any stage
- Withdraw your complaint at any time
- Receive a fair, timely, and respectful response
- Escalate your complaint externally if you are not satisfied with our response
External Escalation — NDIS Quality and Safeguards Commission
If you are not satisfied with how we have handled your complaint, or if you prefer to raise your concern directly with an independent body, you can contact the NDIS Quality and Safeguards Commission:
- Phone: 1800 035 544 (free call, Monday–Friday 9 AM–5 PM)
- Website: www.ndiscommission.gov.au
- Online Complaint Form: Lodge a complaint with the NDIS Commission
- TTY: 133 677 (for hearing or speech impairment)
- Translating and Interpreting Service (TIS): 131 450
Advocacy Support
You have the right to involve an independent advocate at no cost. The National Disability Advocacy Program (NDAP) can connect you with a local advocate. Visit www.dss.gov.au or call 1800 800 110.
Confidentiality
All complaints are treated with strict confidentiality in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Information will only be shared with those directly involved in investigation and resolution.
This policy is reviewed annually. Last reviewed: March 2026.
