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Elevate Youth Lab Elevate Youth Lab™ by Supporting Communities Australia

Complaints & Feedback

Last updated: 13 September 2026

Your feedback is welcome. Complaints do not affect the service the young person receives.

Supporting Communities Australia is committed to a fair, respectful, and confidential complaints process aligned with the NDIS Practice Standards and the National Standards for Disability Services.

1. Why we welcome complaints and feedback

We believe every young person, family, carer, referrer, and community member should be able to raise concerns without fear of consequences. Complaints and feedback help us improve. They also protect the safety, wellbeing, and dignity of the young people we work with.

2. Who can make a complaint

Anyone connected to our services can make a complaint or provide feedback, including:

  • The young person receiving support
  • Their parents, carers, foster carers, kinship carers, or advocates
  • Support coordinators, LACs, allied health teams, and school staff
  • DCJ caseworkers and OOHC agency staff
  • Members of the community with a concern about the service

3. How to make a complaint

You can make a complaint in whichever way is easiest for you. All options carry equal weight.

  • Email: info@supportingcommunitiesaustralia.com
  • Phone: 0480 800 521
  • WhatsApp: +61 480 800 521
  • In writing: Supporting Communities Australia, Liverpool, NSW 2170
  • In person: Ask your mentor or the practitioner to arrange a time
  • Through an advocate: You are welcome to be supported by a family member, advocate, or independent person of your choice

If you need help making a complaint, we can help you find an independent advocate. In NSW, contact the Intellectual Disability Rights Service or the Disability Advocacy Network Australia.

4. What we will do

When we receive your complaint or feedback:

  1. Within 2 business days: we acknowledge receipt in writing
  2. Within 10 business days: we investigate and respond, or explain if we need more time
  3. Throughout: we keep the complaint confidential, treat you with respect, and never allow the complaint to affect the service the young person receives
  4. At the end: we tell you what we found, what we are doing about it, and how you can escalate if you are not satisfied

5. If you are not satisfied

If you are not happy with how we handled your complaint, you can escalate to any of the following independent bodies. Doing so does not affect the service.

NDIS Quality and Safeguards Commission

For complaints about the quality or safety of NDIS services.

NSW Ombudsman

For complaints about services delivered to young people in Out-of-Home Care.

Office of the Australian Information Commissioner (OAIC)

For complaints about how we have handled personal information.

Child Protection Helpline (NSW)

For concerns about the safety, welfare, or wellbeing of a child or young person.

  • Phone: 132 111 (24 hours, 7 days)

6. Positive feedback

If something is going well, we would love to hear about it too. Positive feedback helps us keep doing what works, recognise the practitioners doing good work, and share what is helping young people with the sector.

Send feedback to info@supportingcommunitiesaustralia.com or leave a Google review.

7. Contact

Supporting Communities Australia
Liverpool, NSW 2170
Email: info@supportingcommunitiesaustralia.com
Phone: 0480 800 521