Feedback, Compliments and Complaints

Compliments, complaints and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Dandelion House Supported Independent Living and is seen as an opportunity for improvement. Please let us know what you think.

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Feedback, compliments and complaints can be lodged:

  • directly with a staff member, either verbally or by providing a completed Feedback, Compliments and Complaints Form;

  • by email to: Info@dandelionhouse.com.au

  • by phone on: 0437 766 594 (Daniel) or 0417 255 235 (Natalie);

  • in writing to: 485 – 487 Hunter Street Newcastle, 2300, NSW.

Your complaint will be formally acknowledged within seven working days. We aim to respond to all complaints and grievances as quickly as possible, and within 28 days from acknowledgement. 

All feedback and complaints will be used by Dandelion House Supported Independent Living to continuously improve our service delivery.

Thank you for taking the time to provide feedback about our service.

If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from Dandelion House Supported Independent Living’s Directors, or alternatively through any of the following agencies:

NDIS Quality and Safeguards Commission

At any time, people can make a complaint about NDIS service providers or the support they provide to the NDIS Commission.

  • Complaints to the NDIS Commission can be lodged:

  • online at www.ndiscommission.gov.au; and

  • by phone on: 1800 035 544.

Fair Trading NSW

NDIS participants purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Fair Trading NSW provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL. 

Complaints to NSW Fair Trading can be lodged:

  • online at www.fairtrading.nsw.gov.au/help-centre/online-tools/make-a-complaint; and

  • by phone on: 13 32 20.

New South Wales Ombudsman

Clients in Supported Independent Living services or other accommodation arrangements can be supported by Official Community Visitors (OCVs). OCVs are coordinated by the New South Wales Ombudsman and are responsible directly to the Minister for Disability Services and the Minister for Community Services. 

OCVs visit government and non-government accommodation services for children, young people and people with a disability throughout NSW. Their role is to promote residents’ rights, identify issues raised by residents, provide residents with information, help resolve concerns and inform the Ministers and the Ombudsman about the quality of services being delivered. OCV visits can be requested by emailing ocv@ombo.nsw.gov.au. Further information about OCVs can be provided by the OCV Team Leader on 02 9286 1000.

National Disability Insurance Agency

Complaints about the NDIA should be directed to the Agency itself or the Commonwealth Ombudsman.

Complaints to the NDIA can be lodged: 

  • by phone on 1800 800 110; and

  • by email to feedback@ndis.gov.au. 

Complaints to the Commonwealth Ombudsman about the NDIA can be lodged:

  • by phone on 1300 362 072

  • online at www.ombudsman.gov.au. 

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