Complaints & feedback
Your voice matters here.
Feedback, including complaints, helps us improve. You have the right to raise concerns without fear of negative consequences, and we take every complaint seriously.
Your rights
You have the right to complain.
As an NDIS participant or aged care recipient, you have the right to raise concerns about the support you receive, without fear of losing your services or being treated differently.
You can raise a complaint directly with Banksia Care, or you can go directly to an external body such as the NDIS Quality and Safeguards Commission or the Aged Care Quality and Safety Commission.
You can also ask a support person, advocate, family member or carer to raise a complaint on your behalf.
Raise a complaint without fear of negative consequences
Have your complaint handled fairly and promptly
Be kept informed throughout the process
Have a support person or advocate present
Escalate to an external body at any time
Receive a written response to your complaint
How to reach us
Our process
What happens when you raise a complaint.
01
Raise your concern
Contact us by phone, email or in writing. You can also ask a support person, advocate or family member to do this on your behalf.
02
We acknowledge receipt
We will acknowledge your complaint within 2 business days and let you know who is handling it.
03
We investigate
We investigate the complaint fairly and thoroughly. We may contact you for more information during this process.
04
We respond
We will provide a written response within 10 business days. If more time is needed, we will let you know and explain why.
05
We act on the outcome
Where a complaint is upheld, we take action to address the issue and prevent it from happening again.
External complaints
You can always go directly to the regulator.
You do not need to raise a complaint with Banksia Care before contacting an external body. If you prefer to go directly to the relevant regulator, or if you are not satisfied with our response, the following bodies can receive complaints independently.
NDIS Quality and Safeguards Commission
Complaints about NDIS providers, worker conduct, behaviour support, restrictive practices and provider registration. The Commission can investigate complaints and take regulatory action.
1800 035 544Visit websiteAged Care Quality and Safety Commission
Complaints about aged care providers, quality of care, safety and the Aged Care Quality Standards. The Commission can investigate complaints about approved aged care providers.
1800 951 822Visit websiteCommonwealth Ombudsman
Investigates complaints about Australian Government agencies including the NDIA, Services Australia (Centrelink) and the Department of Health and Aged Care. If you have exhausted an agency's internal complaints process and remain unsatisfied, the Ombudsman can investigate and recommend remedies. Complaints are free.
1300 362 072Visit websiteNSW Ombudsman
Handles complaints about NSW Government agencies and community service providers. If your concern involves a state-funded service or a NSW Government body, the NSW Ombudsman can investigate and recommend action. Complaints are free and confidential.
02 9286 1000Visit websiteDisability Advocacy NSW
Free, independent advocacy for people with disability in NSW. Advocates can support you to understand your rights, navigate the NDIS, resolve disputes with providers, and have your voice heard. Funded separately from your NDIS plan.
Visit websitePeople with Disability Australia (PWDA)
A national disability rights and advocacy organisation led by and for people with disability. PWDA provides individual and systemic advocacy for NDIS and human rights matters.
Visit websiteNational Disability Advocacy Program Finder
Find a funded, independent disability advocate in your area via the Department of Social Services directory.
Visit websiteAged Care Advocacy — OPAN
The Older Persons Advocacy Network provides free, independent advocacy for older people receiving or seeking aged care services. Available in all states and territories.
1800 700 600Visit website