NDIS – ADVOCACY & COMPLAINTS

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The disability services at Beenleigh & Districts Senior Citizens Centre encourages you to provide both positive and constructive feedback on the services and supports you receive, to make sure that you continue to receive the best possible service. 

People with disabilities have the right to complain about the services they receive. Whilst we at Beenleigh & Districts Senior Citizens Centre do our best to provide quality supports and services to people living with a disability, issues can occasionally occur. If you have a concern about any of our supports or services, it is important that you talk about it. 

This information can be provided either anonymously or we can contact you directly if your name is provided. Any issues will be resolved in a fair, consistent, and timely manner. 

All complaints or feedback, whether formal or informal, will be treated fairly and kept private. 

We welcome you, your family member or anyone in the community to provide both positive and constructive feedback on the services or programs that we provide. You will be informed of your rights and the rights to complain, without fear of retribution, or discontinuance of services. 

In accordance with our Policy and Procedures, complaints received are expected to be dealt with promptly. A response to the complaint is to be initiated within two working days of its receipt. It is anticipated that the majority of complaints will be able to be resolved to the complainant’s satisfaction within 30 days of the complaint being raised. All investigations will be conducted in a manner that protects basic rights, confidentiality, fairness, and equity. All complainants will be kept informed of any investigation resulting from the complaint, including actions taken to resolve the issue, seeking your feedback 

and review. 

Your valued feedback will support us in improving our processes. 

Beenleigh & Districts Senior Citizens Centre also maintains the confidentiality of individuals who raise complaints in accordance with its Privacy Policy & Procedures 

 If you wish to lodge a complaint, provide feedback, or give a compliment to a member of our team, you can do so by.

• Call us on 07 3287 1477 and speak to the service team leader or the Administrator
• Lodge your concerns, complaint, or compliment through this website
• Email us on complaints@bdscc.org.au
• Postal – PO Box 14, Beenleigh QLD 4207

You may seek support from family, a friend, or an independent advocate in making a complaint. For information about Disability Advocacy we have this helpful link to the NDIS Quality and Safeguards Commission to offer information about Disability Advocacy. 

https://www.ndiscommission.gov.au/participants/disability-advocacy

If you feel your complaints or concerns about any of the service, programs or staff at Beenleigh & Districts Senior Citizens Centre has not been resolved satisfactorily through the above process, you can contact the relevant departments below: NDIS Quality and Safeguards Commission. You can submit a complaint online at https://www.ndiscommission.gov.au/about/complaintsor or by phoning 1800 035 544
 

• Disability Services (NDIS) please contact – National Disability Insurance Agency by calling 1800 800 110, visiting one of their offices in person, or visiting www.ndis.gov.au for further information
• Community Development – Department of Communities, Disability Services & Seniors – Please contact 1800 491 467 or visit their web site at: https://www.communities.qld.gov.au/about-us/customer-service-compliments-complaints

Other Key complaint resolution contacts are:

• Queensland Human Rights Commission (formally Anti-Discrimination Commission Queensland) Phone 1300 130 670

Phone 131 450 www.tisnational.gov.au  24 hours a day, every day of the year.