Feedback & Complaints

We want to hear from you

We are committed to delivering quality support, and feedback is how we keep improving. You can tell us what is working and what is not, and you will never be disadvantaged in your services for speaking up.

How to give feedback or make a complaint

You can reach us in whatever way feels most comfortable:

• Call us on 1300 95 25 95 (Mon to Fri 8am to 8pm, Sat and Sun 9am to 6pm).
• Email us at care@crescentcare.org.au.
• Write to the Complaints Officer at Level 1/244 Macquarie Street, Liverpool NSW 2170.
• Speak in person with any of our staff.

How we handle complaints

We follow a clear, fair process so you always know where things stand:

• We acknowledge your complaint within 2 business days.
• We assess it and assign it to the right person.
• We investigate thoroughly and impartially, keeping you updated.
• We aim to resolve complaints within 21 business days, and we explain any delay.
• We give you a written outcome that sets out what we have done or will do.

Your rights

You can make a complaint without fear of losing your support. You are welcome to bring a support person or interpreter, you can withdraw your complaint at any time, and you can take your concern to an external body if you are not satisfied.

Escalating outside Crescent Care

If we cannot resolve your complaint, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at www.ndiscommission.gov.au. For free, independent advocacy, you can contact the National Disability Advocacy Program on 1800 800 110.

Confidentiality

We handle every complaint in line with the Privacy Act 1988, and we treat your information with care and respect throughout the process.