NDIS Compliance, Complaints & Feedback
Care Focus Support Services (ABN: 84 758 054 573) is a registered NDIS provider based in Swan Hill, Victoria. We are committed to providing high-quality, person-centred support and we welcome all feedback — positive or negative. Your feedback helps us understand what we are doing well and where we can improve, so we can better support you, your family and your carers.
Your Rights
As an NDIS participant, or as a family member, carer or advocate, you have important rights when it comes to making a complaint or giving feedback about our services.
- You have the right to make a complaint at any time.
- You can make a complaint without fear of reprisal, disadvantage or changes to the supports you receive.
- Your complaint and any information you provide will be kept confidential, wherever possible.
- All complaints are taken seriously and will be handled with respect, fairness and care.
- You can have a support person, family member, carer or advocate help you make a complaint.
How to Make a Complaint or Provide Feedback
We encourage you to talk to us directly so that we can understand your concerns and work with you to find a solution. You can contact us in the way that feels most comfortable for you.
Contact Care Focus Support Services
You can lodge a complaint or provide feedback directly with our Founder:
- Contact person: Timaima Naitau (Founder)
- Phone: 0422 549 708
- Email: tnaitau@carefocussupportcoordination.com
- Online: Use the feedback and complaints form at the bottom of this page.
You can make your complaint or provide feedback in person, over the phone, in writing, or by asking someone you trust to speak on your behalf.
External Complaint Options
If you are not satisfied with how we have handled your complaint, or if you would prefer to speak to someone outside of Care Focus Support Services, you can contact the following organisations:
- NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Website: www.ndiscommission.gov.au - National Disability Insurance Agency (NDIA)
Phone: 1800 800 110 - Disability Services Commissioner (Victoria)
Phone: 1800 677 342
Our Commitments to You
When you make a complaint or provide feedback to Care Focus Support Services, we will:
- Acknowledge your complaint within 2 business days so you know we have received it.
- Listen carefully and respectfully to understand your concerns and what outcome you are seeking.
- Investigate thoroughly and fairly, gathering all relevant information and, where appropriate, speaking with the people involved.
- Keep your information confidential and only share it with those who need to know in order to resolve the matter.
- Provide you with an outcome within 14 business days wherever possible, or keep you updated if more time is required.
- Explain our decision and the reasons for it in clear, accessible language.
- Use your feedback to improve our services, including updating our policies, procedures and staff training where needed.
You are always welcome to ask questions about our complaints process or to request support to help you make a complaint.
Care Focus Support Services 