Complaints and

Feedback Policy

Last updated: October 2025

At Diverge Supports, your feedback helps us grow, improve, and deliver the highest standard of person-centred care.

We are committed to listening to participants, families, carers, and support coordinators, and to handling all complaints and feedback in a fair, respectful, and timely way.

We take every concern seriously and see complaints as an opportunity to improve our services and uphold your rights under the NDIS Practice Standards and the NDIS Code of Conduct.

1. Our Commitment

You have the right to provide feedback or make a complaint without fear of retribution.
We will treat you with respect, listen carefully, and work towards a fair resolution.
We will handle your information confidentially and in line with our Privacy Policy.
You can have a support person, advocate, or representative help you at any time.

2. What You Can Complain About

You can make a complaint or give feedback about anything related to:

The quality of your supports or services
How staff communicate or behave
Delays, cancellations, or service changes
Your privacy or personal information
Safety concerns or incidents
Any other issue affecting your experience with Diverge Supports

No concern is too small, if something doesn’t feel right, we want to hear from you.

3. How to Provide Feedback or Make a Complaint

You can contact us in any of the following ways:

Email: admin@diverge.care

Phone: 0488 885 005

Online: Use the contact form on www.diverge.care

If you prefer, you can ask your support coordinator, family member, or advocate to contact us on your behalf.

4. What Happens Next

Once we receive your feedback or complaint:

Acknowledgement: We will acknowledge receipt within 3 business days.
Assessment: Your complaint will be reviewed by an appropriate staff member or manager.
Investigation: We may contact you for more information and to discuss possible solutions.
Resolution: We aim to resolve most matters within 10 business days.
Outcome: You will be informed of the outcome and any actions taken.

If your concern requires more time to investigate, we’ll keep you informed throughout the process.

5. If You’re Not Satisfied

If you are unhappy with the outcome or feel uncomfortable raising the issue directly with us, you have the right to contact an external agency.

You can contact the:

NDIS Quality and Safeguards Commission

Phone: 1800 035 544

Email: feedback@ndiscommission.gov.au

Website: www.ndiscommission.gov.au

Or write to:

NDIS Commission, GPO Box 700, Canberra ACT 2601

You can also seek help from an advocate or representative, such as:

National Disability Advocacy Program (NDAP) - 1800 034 663
Disability Advocacy Finder: www.disabilityadvocacyfinder.dss.gov.au

6. Continuous Improvement

We regularly review and analyse feedback and complaints to identify trends and opportunities to improve our services, training, and communication.

All feedback is used constructively to strengthen the quality and safety of supports we deliver.

7. Confidentiality and Record Keeping

All complaints and feedback are handled in accordance with our Privacy Policy.

Records are stored securely and used only for the purpose of resolving issues and improving our services.

8. We Value Your Voice

At Diverge Supports, we see feedback as a partnership.

Your experiences help us create better outcomes for you and for every person we support.

If you have something to share, positive or negative, please let us know. We’re here to listen.

DIVERGE SUPPORTS

Adelaide, South Australia