Complaints and Feedback

This page tells you about how to make a complaint or give feedback.

Shine Plan Management wants you to give us feedback or make a complaint if you are unhappy.

It is okay to complain if you are not happy. Tell us when you are upset about:

• the supports you received

• your support workers

• Shine Plan Management.

If you do not feel comfortable telling us about your complaint, you should tell someone you trust like your:

• mum or dad

• brother or sister

• support worker.

Ask them to help you make a complaint.

Or you can get help from a professional, independent advocate to make a complaint or provide feedback to us.

We can help you find an advocate if you want. Ask our team to help you. Call us on 1300 174 393.

How do you make a complaint or provide feedback to us?

You can talk to:

• your support worker

• our Complaints Manager

You can call or email our Complaints Manager, Daria Ferguson directly on 1300 174 393 or email support@shinepm.com.au

You can fill out a Complaints and Feedback Form and mail it to the Complaints Manager at:  PO Box 124, Applecross WA 6953
Ask the Complaints Manager or your support worker for a copy of the form.

You can fill in the participant survey we send to you every year.

You can make a complaint at any time directly to the National Disability Insurance Scheme (NDIS) Commission:

• CALL: 1800 035 544  (free call from a landline)

• VIST THE WEBSITE: www.ndiscommission.gov.au

You can make a complaint and remain anonymous. “Anonymous” means we will not know who you are.

To be anonymous, use the Anonymous Complaint and Feedback Form provided at your intake meeting:

• Complete the form (your advocate can do this for you).

• Mail it back to us using the stamped, self-addressed envelope provided.

Remember, if you complain anonymously we cannot provide you with a response, as we will not know who you are.

We take all complaints and feedback we receive seriously. They help us to make our service and supports better for you!

How do we manage your complaint or feedback?

Our Complaints Manager will:

• talk with you about your problem

• write everything you say down

• plan to fix your problem.

Our Complaints Manager will:

• try to fix your problem

• contact you regularly to tell you how the problem is being fixed.

To keep you safe, if your complaint or feedback involves someone being put in serious danger or being hurt we will tell the police and the NDIS.

We keep everything you tell us private. 

If you are unhappy with the way we handled your feedback or complaint, you can tell the NDIS Commission:

• CALL: 1800 035 544  (free call from a landline)

• VIST THE WEBSITE: www.ndiscommission.gov.au