Feedback & complaints

Tell us when something isn't right

We're committed to providing safe, high-quality support — and to making it easy to tell us when we haven't got that right. You can raise a concern at any time, and it will never affect the supports you receive.

2 days To acknowledge your complaint, in writing or by phone
10 days To come back to you with an outcome, wherever possible
Anonymous You can raise a concern without giving your name

Step one

Four ways to reach us

You, a family member, an advocate, or your support coordinator can raise a complaint with us however feels most comfortable. You're welcome to bring a support person with you at any stage.

Phone 0401 963 213 Mon–Fri, 10am–4pm Email info@shinecaregroup.com Write as much or as little as you like Online Contact form On our homepage, any time of day
In person Talk to our team Any member of our team, during any visit

What happens next

No black hole. Here's the whole process

From the moment you raise something with us, this is exactly what to expect — and when.

  1. 01

    Within 2 business days

    Acknowledgement

    We confirm we've received your complaint and tell you who is handling it.

  2. 02

    Ongoing

    Review

    We look into what happened, which may include speaking with you and anyone else involved.

  3. 03

    Within 10 business days

    Response

    We give you the outcome and any steps we're taking as a result.

  4. 04

    If you're not satisfied

    Review or escalate

    Ask us to review the outcome, or take it to the NDIS Commission at any point.

Going outside Shine Care Group

The NDIS Quality and Safeguards Commission

If you're not comfortable raising an issue with us, or you're not satisfied with our response, you can contact the Commission directly. You do not need to complain to us first.

Free call 1800 035 544
National Relay Service TTY 133 677 Then ask for 1800 035 544
Complain online at ndiscommission.gov.au →

Free, independent help

You don't have to do this alone

Independent disability advocates can help make sure your voice is heard. They're free, confidential, and separate from us, the NDIA and the Commission.

Find an advocate →

Our commitment

We treat every complaint seriously and confidentially — and we will never reduce or withdraw your supports because you raised a concern.