Complaints & Feedback

At Full Care, we believe that open feedback is essential to quality support. You have the right to speak up, give compliments, raise concerns, or make a formal complaint at any time — without fear of retribution, negative consequences, or changes to your supports.

1. Who Can Make a Complaint?

Anyone can provide feedback or lodge a complaint with Full Care, including:

NDIS participants
Family members, friends, and carers
Support Coordinators and Plan Managers
Advocates or independent representatives
Members of the public

2. How to Submit Feedback Directly to Full Care

You can share feedback in whichever way is most comfortable for you:

By Phone: Call our management team on 1300 392 310 (Mon–Fri 9am–5pm).
In Person: Arrange a meeting with your coordinator or a senior leader.
Online / Phone: Submit confidentially via our Contact Form or call 1300 392 310 (Attention: Complaints Officer).
Via an Advocate: You may appoint an independent advocate or support person to lodge feedback on your behalf.

3. How We Resolve Complaints

Step 1 — Acknowledgement

We acknowledge all written complaints within 2 business days and explain how your concern will be reviewed.

Step 2 — Investigation & Listening

We review the circumstances, listen carefully to what occurred, and consult with you regarding your desired outcome.

Step 3 — Resolution & Action

We work collaboratively with you to resolve the matter and implement changes to prevent recurrence.

4. Independent External Review (NDIS Commission)

If you are not satisfied with how Full Care handled your complaint, or if you prefer to make your complaint directly to an external body, you can contact the independent NDIS Quality and Safeguards Commission: