Complaints & Feedback
We value your feedback and are committed to resolving any concerns you may have. Your feedback helps us improve our services.
Our Commitment
At Ephraim Care, we take all complaints seriously and are committed to handling them fairly, efficiently, and confidentially.
- You will not be treated unfairly for making a complaint
- Your complaint will be handled confidentially
- You can have an advocate support you
- We will keep you informed throughout the process
- You can escalate externally if not satisfied
How to Make a Complaint
Our Complaints Process
Tell Us
Contact us by phone, email, or in writing to share your concern. You can also ask someone to complain on your behalf.
We Listen
We will acknowledge your complaint within 2 business days and assign a staff member to investigate.
We Investigate
We will look into your concern fairly and thoroughly, keeping you informed throughout the process.
We Respond
We aim to resolve complaints within 21 days. We will explain our findings and any actions taken.
Not Satisfied?
If you are not satisfied with how we have handled your complaint, you can contact these external bodies:
NDIS Quality and Safeguards Commission
The independent regulator for NDIS providers.
- Phone: 1800 035 544
- Website: ndiscommission.gov.au
Disability Advocacy Service
Free advocacy support to help with complaints.
- Phone: 1800 800 110
- Website: disabilityadvocacynsw.org.au
We encourage you to speak with us first, but you have the right to contact external bodies at any time.