Feedback and complaints

How to raise something with us

Use whichever of these feels easiest. You can ask someone else — a family member, an advocate or your support coordinator — to do it for you.

• Phone: 0421 969 429
• Email: kalgicare@gmail.com
• In writing: 47 Attenborough Drive, Banya QLD 4551
• In person: tell any Kalgi Care worker, or ask to speak with the Registered Nurse who oversees your care
• Anonymously: you can raise a concern without giving your name, though it does limit how fully we can respond to you

What happens next

1. We acknowledge it. Within two business days we will confirm we have received your complaint and explain what happens next.
2. We look into it. We gather the facts, speak with everyone involved, and keep you informed while we do.
3. We respond. We aim to resolve complaints within 21 days, and will tell you if something needs longer and why.
4. We tell you what changed. You will hear what we found, what we are doing about it, and what we have changed to stop it happening again.
5. You can escalate. If you are not satisfied with our response, you can go to the NDIS Commission at any point — including straight away.

Your rights when you complain

• Your care will not be affected, reduced or withdrawn because you complained
• You may bring an advocate, interpreter or support person to any discussion
• Your privacy is protected, and information is only shared where we are legally required to share it
• You can go directly to the NDIS Commission without coming to us first

Going outside Kalgi Care

You do not need our permission, and you do not need to have complained to us first.