Complaints and feedback
We really want to hear what you have to say, whether you're not happy with the service you're getting or you have ideas on how we can do better.
What is a complaint?
A complaint is when you have a problem with the services and/or supports you are getting, and you want it fixed.
How do I make a complaint to Baida Care?
You can make a complaint in the way that works best for you, for example:
- Talk to a team member you feel comfortable with, or anyone at Baida Care
- Call the Baida Care office on (03) 9015 9767
- Email Baida Care at complaints@baidacare.com.au
- Make an anonymous complaint using the contact form on our website (you can leave your name blank)
When you make a complaint we will
- Listen to you to understand what you are not happy about
- Give you information about why something has happened
- Make every effort to help you in the best way possible
- Make sure nothing bad happens because you made a complaint
You can get help to make a complaint by
- Asking someone to act as your advocate. Advocates can be a family member, friend or a trained advocate. You can find one through the Disability Advocacy Finder.
- Using an interpreter by calling the Translating and Interpreting Service on 131 450 (24 hours, 7 days a week)
How Baida Care handles your complaint
- Your complaint will be private and confidential. This means we will keep your details safe.
- You can withdraw your complaint at any time.
- We will contact you within 3 working days of receiving your complaint to discuss it.
Complaints to the NDIS Commission
If NDIS services or supports were not provided in a safe or respectful way, or not delivered to an appropriate standard, you can contact the NDIS Quality and Safeguards Commission.
Phone: 1800 035 544
ndiscommission.gov.au