Feedback and Complaints

We welcome any feedback that can help us improve the service we provide to you. Tell us if you are not happy with the support or services that you have received. We can arrange for interpreters, communication aides, online, mobile or other technology assisted ways - anything that will help you inform us.

How to Make A Complaint or Provide Feedback

You are welcome to have someone to support you to make a complaint or provide feedback. This person may be a family member, friend or a formal advocate.

In Person/ Verbally
  • By talking to a Glasshouse Community Supports Coordinator
  • By calling Glasshouse Community Supports via phone on TBC

In Writing

You can make your complaint in writing anonymously:

  • By mailing a letter or complaints form to Unit 2/465 Oxley Drive
    Runaway Bay QLD 4216
  • By emailing: hope@ghcommunitysupports.com.au
  • Completing a Complaints Form and providing it to a Glasshouse Community Supports Support Workers

Tell a Person you Trust

You can tell a person you trust what the problem is so they can address it with us. They can call us, send a letter or email or visit us in person

Contact the NDIS Quality and Safeguards Commission

How We Manage Complaints

We will give you the time to explain what the problem is and listen to your suggestions about how we can address your concerns. Sometimes it might take longer than one discussion to resolve an issue. That is why we will help you fill out a Complaint Form so that you can make sure we understand your concerns.

We will work with you to navigate all the issues, investigate your concerns completely and work out a fair and reasonable solution to the problem.

After completing the written complaint, the process will involve:

  • Giving you a letter confirming that we received your written complaint.
  • Keeping you informed of the progress we make to resolve your complaint including, any action taken, the reasons for any decisions made and the options available to you if you wish to review any of the decisions.
  • Keeping you involved in the resolution of the complaint.
  • Letting you know in writing of the result of this process, making sure to explain any decisions made about your complaint.
  • If we are not able to resolve your complaint within 28 working days, we will let you know how long we believe the process will take and continue to keep you informed as we work to resolve your complaint.

If You're Not Satisfied…

If you feel that your complaint has not been resolved in a way that you had expected, then you can make a complaint to the NDIS Commission. The NDIS Commission is independent and is there only to protect the interests of people who use the support and services of any NDIS Service Provider.

Complaints can be made verbally, in writing or by any other appropriate means, and can be made anonymously. A complaint can also be withdrawn at any time.

If a person makes a complaint, the NDIS Commission will decide upon the appropriate action to take. The NDIS Commission may decide to:

  • Take no action, or defer acting in some cases (for example, if the complaint was not made in good faith or there is not enough information to continue); or
  • Help the complainant and other affected people to work with the NDIS provider to resolve the complaint; or
  • Undertake a resolution process
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