We Value Your Voice
Complaints & Feedback
Your Voice Matters — We Are Here to Listen
At Many Faces Community Support Services, we value feedback and believe everyone has the right to express their views, raise concerns and make complaints without fear of discrimination, intimidation or unfair treatment.
We are committed to listening, responding respectfully and using feedback to improve the quality and safety of our services.
How to make a complaint
Participants, family members, carers, advocates and other representatives may provide feedback or raise concerns about our services.
You have the right to:
- Make a complaint without fear of retaliation.
- Be treated respectfully and fairly.
- Receive assistance to make a complaint.
- Have your concerns handled confidentially, as far as reasonably possible.
- Be informed about how your complaint is being managed.
- Access an independent advocate or support person.
- Contact an external complaints body at any time.
You do not need to complain directly to Many Faces before contacting the NDIS Quality and Safeguards Commission.
Ways to reach us
You can contact Many Faces Community Support Services by email.
- Email admin@manyfacescommunity.com.au
- Subject Complaint or Feedback
You may also request assistance to explain or document your complaint.
Anonymous complaints are welcome, although this may limit our ability to investigate or respond directly.
Please include, where possible:
- Your name and preferred contact details.
- A description of your concern or feedback.
- The date and location of any relevant incident.
- What outcome or assistance you are seeking.
Our Process
How We Handle Complaints
Our complaints management approach includes:
Receiving Your Complaint
We will listen respectfully and record the information necessary to understand your concern.
Acknowledging Your Concern
We aim to acknowledge complaints within two business days.
Reviewing the Complaint
We will assess the concern fairly, consider any immediate safety issues and gather relevant information.
Responding and Resolving
We will explain the outcome and any actions taken, where appropriate and permitted by privacy requirements.
Improving Our Services
We will review feedback and complaints to identify opportunities for improvement.
We aim to resolve straightforward complaints within 21 calendar days where practicable. More complex matters may take longer, and we will provide updates when appropriate.
External Support
Contact the NDIS Quality and Safeguards Commission
You can make a complaint about NDIS supports or services directly to the NDIS Quality and Safeguards Commission.
- Telephone 1800 035 544
- Website www.ndiscommission.gov.au
- National Relay Service 133 677
- Translating and Interpreting Service 131 450
You can contact the Commission even if you have not raised the matter with Many Faces.
Independent Advocacy
You have the right to seek assistance from an independent disability advocate when making a complaint or expressing concerns.
We respect your right to involve an advocate, trusted support person or representative of your choice.
Privacy and Confidentiality
Complaints and feedback will be handled respectfully, with personal information shared only where appropriate, authorised or required by law.
Urgent Safety Concerns
If someone is in immediate danger, call 000.
Concerns involving abuse, neglect, exploitation or serious incidents will be assessed promptly and escalated or reported to relevant authorities where required.
Our Commitment
Many Faces Community Support Services is committed to a fair, accessible and responsive complaints process.
We believe that listening to participants and responding appropriately to concerns is essential to providing safe, respectful and person-centred disability supports.
Many Faces is currently preparing its disability support services and NDIS registration. The complaints procedures described here are intended to guide our operations and will be reviewed against our final approved policies before services commence.
Empower • Support • Together