Feedback, Compliments, & Complaints

We regularly obtain feedback through our satisfaction surveys, discussions with family and by listening to what our people and team tell us. We also are well connected to our community, and we welcome feedback from all.

In accordance with the Complaints, Compliments & Suggestions Policy of NDIS, we aim to facilitate the fair, prompt and confidential resolution of all complaints.  

For complaints we will:

• Treat your complaint seriously

• Acknowledge receiving your complaint, verbally or in writing, within 5 days

• Investigate your complaint within 20 days from the date of acknowledgement

• Inform you if it will take longer to process your complaint, and explain why

How to provide feedback or make a complaint.

To provide Koiop Connect with feedback or make a complaint, please click here.

Alternatively:

• speak with the person involved or the Team Leader.

• Ask your Advocate / Community Visitor / Family member to speak with Team Leader.

If you do not feel that your Team Leader has listened to you, you can then take your complaint or suggestion to the Manager.

If you are still unable to get a successful outcome you can then contact the Managing Director Jake Chatfield via jake@koiopconnect.com.au.

You will have a response from our team within 7 days of your complaint and if action is required, we will act on your complaint and will aim to resolve your complaint within 2 weeks. If you still feel that your  complaint has not be resolved you can take your complaint to the NDIS COMMISSION

Key Contacts