Complaints Policy
Something not right? We want to know.
We genuinely want to hear from you if something isn't working — whether it's about the support you received, the way a worker communicated with you, or anything else about your experience with Spoonful Care.
You will never experience any negative consequences for raising a concern. No reduced services, no change in how we treat you, nothing like that. Feedback makes us better, and we take every concern seriously.
How to make a complaint
You can raise a concern or complaint in whatever way works best for you:
By phone — call us directly and speak to a member of the Spoonful Care team
By email — send us a message and we'll respond within 2 business days
In writing — send a letter to our business address
Through a support person or advocate — you are welcome to have someone raise a concern on your behalf at any time
We will acknowledge your complaint promptly, investigate it fairly, and let you know the outcome in writing. If we've got something wrong, we'll own it and tell you what we're doing to fix it.
Not satisfied with our response?
If you feel your complaint hasn't been resolved to your satisfaction, you have every right to contact an external body:
NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: ndiscommission.gov.au
Office of the Australian Information Commissioner (for privacy complaints)
Phone: 1300 363 992
Website: oaic.gov.au
Australian Human Rights Commission (for discrimination complaints)
Phone: 1300 656 419
Website: humanrights.gov.au
Independent advocacy
You also have the right to involve a free, independent advocate at any stage — someone who can help you understand your options and make sure your voice is heard. To find a local disability advocate, visit: disabilityadvocacyfinder.dss.gov.au
This page was last reviewed in 2026. If you have any questions about our privacy or complaints process, please don't hesitate to reach out — we're here to help.