Crystel Care values your feedback and welcomes compliments, complaints and suggestions to help us improve our products and services.

We are committed to delivering high-quality services that aim for the inclusion of all people.

You can provide feedback to us about any aspect of our business or the products and services we provide.

We will respond to your feedback as soon as possible (within one working day for complaints and within two working days for other matters) and keep you up to date on any actions we are taking as a result of your feedback.

If you need assistance in making a complaint, we are able to help you and can organise an interpreter if you need one. You may also seek support from family, a friend or an independent advocate in making a complaint.

Depending on the nature of your feedback, the matter may be resolved immediately. If we need to make further enquiries, or your feedback relates to a more complex matter, it may take longer to resolve.

Crystel Care uses and discloses personal information for the purpose for which it was collected. We will maintain the confidentiality of your enquiry and only involve relevant staff as required to resolve any issues.

There will be no adverse consequences to making a complaint.

Complaints received anonymously will be accepted and investigated as far as possible.

If you are not comfortable with providing feedback directly to us or are unhappy with the outcome of our process you can contact the NDIS Quality and Safeguards Commission by calling 1800 035 544, visiting one of their offices in person or by visiting www.ndiscommission.gov.au for further information.