If something’s wrong, we want to know.

You have every right to tell us when something isn’t right — and to expect us to put it right. Raising a concern will neveraffect the quality of your supports or how we treat you. We’d genuinely rather hear it than not.

You can give feedback or make a complaint yourself, or ask a family member, friend or advocate to do it for you.

Reach us in whatever way feels easiest:

• Phone — 1300 247 788 (Monday–Friday, 8am–6pm AEST)
• Email — info@gencareservices.com.au
• Online — through our contact form
• In person — talk to any Gencare team member, or our office at Level 8, 276 Flinders Street, Melbourne VIC 3000

Tell us as much or as little as you like. If you can, let us know what happened, when, and what a good outcome would look like for you.

We follow a clear, respectful process:

• We acknowledge it— usually within 2 business days, so you know it’s with us.
• We listen and look into it— fairly, and with you involved. We’ll keep you updated on progress.
• We work towards a resolution— we aim to resolve most complaints within 21 days, and we’ll explain things if it needs longer.
• We learn from it — we use feedback to improve how we support everyone.

You can have someone support you at any stage. If you’d like an independent advocate, you can find a free service near you through the Disability Advocacy Finder. We’ll work respectfully with whoever you choose.

If you’d prefer to raise your concern outside Gencare, or you’re not happy with how we’ve handled it, you can contact the NDIS Quality and Safeguards Commissionat any time. It’s free and independent:

• Phone — 1800 035 544 (free call from landlines) or TTY 133 677
• Online — ndiscommission.gov.au

We handle feedback and complaints confidentially and store them securely. We’ll only share details with the people who need them to resolve your concern. You can read more in our Privacy Policy.