Complaints and feedback
You can raise a concern without it affecting the support you receive. We treat complaints as a chance to put things right.
You can complain about anything we do
That includes the quality of supports, a worker, a bill, how we handled your information, this website, or how we communicated. A family member, nominee, advocate, or another provider can complain on your behalf if you ask them to.
Making a complaint will not reduce your hours or change how we treat you. That is a requirement we take seriously.
How to reach us
- Email admin@keystonecommunitycare.com.au
- Call 0403 886 293
- Speak with your support worker or with Heidi, our founder
- Use the contact form on this website
Say that it is a complaint if you want it handled under this process. You do not need a special form.
You can complain anonymously if you prefer — we will still look into it, though we may not be able to tell you the outcome. If English is not your first language, call the Translating and Interpreting Service (TIS National) on 131 450 and ask for Keystone Community Care on 0403 886 293 — there is no cost to you. If you are deaf, hard of hearing or have a speech impairment, contact us through the National Relay Service on 133 677. We can also take a complaint in Easy Read, in person, or through a support person, family member or advocate — see our Accessibility Statement.
What we will do
- Acknowledge within 5 business days, and tell you who is looking after it
- Listen to what happened and what you want to happen next
- Look into it fairly, and keep records
- Write back within 30 days with what we found and what we will do. If we need longer we will say why and give a new date
- Follow through on any change we promised
We keep a confidential record of every complaint, what we did and the outcome for at least seven years, as the NDIS Practice Standards require, and we review complaints regularly to improve our supports. Your information is handled under our Privacy Policy; we share it only with the people who need it to resolve the complaint, or where the law requires (for example a reportable incident).
Privacy complaints
If the issue is about personal information, we handle it under this process and our Privacy Policy. You can also go straight to the Office of the Australian Information Commissioner.
If you are not satisfied
You can take the matter further at any time — you do not have to wait for us to finish.
- NDIS Quality and Safeguards Commission
Phone 1800 035 544
ndiscommission.gov.au - NDIS — for questions about your plan or funding, 1800 800 110 or ndis.gov.au
- OAIC — for privacy, oaic.gov.au
Incidents and safety
If someone is in immediate danger call 000. Tell us as soon as it is safe. We record incidents, support the people involved, and notify the NDIS Commission when the law requires it.
Advocates
You can use an advocate. The National Disability Advocacy Program can help you find one: dss.gov.au.
Contact
admin@keystonecommunitycare.com.au or 0403 886 293. Related: Privacy Policy, Terms of Service, Accessibility.
Last updated 18 August 2026.
Want to Talk It Through?
Email or call us and say it is a complaint — no special form needed. We acknowledge within 5 business days and write back within 30 days.