Like Family welcomes all feedback, including complaints. It helps us understand what we're doing well, and how we can further improve the quality and safety of our support services.
Our Feedback and Complaints Policy
If you wish to provide feedback or raise a complaint against a Social Carer or Member, we encourage you to submit our online Feedback and Complaints form or reach out directly to the Like Family team via email or phone:
Phone Number: 1800 545 332
We aim to acknowledge all complaints and feedback within 72 hours of receipt. If you would like help sharing feedback or raising a complaint, you are entitled to the support of an advocate or other third party.
Our Incident Reporting Process
Like Family prioritises the health and safety of its Members, Social Carers and Employees. If an accident or incident occurs, please complete our online Incident report within 24 hours or contact our team. We will assess and investigate the incident and provide further instruction on a case by case basis. If a reportable incident takes place, Like Family is required to forward all relevant information to the NDIS Commission.
An incident is any occurrence that results in or has the potential to result in:
- illness or injury
- damage to property, equipment, material, vehicles, or the environment
- impact on a Social Carer or Member's overall safety and wellbeing
If you are dissatisfied with the outcome provided by our complaints management process, you can raise your concerns directly with the NDIS Commission by: