Care Focus Support Services

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NDIS Compliance, Complaints & Feedback

Care Focus Support Services provides support coordination and personal care for people with disability across Swan Hill, Gannawarra, Tooleybuc, Buloke and surrounding regional communities in Victoria. Founded by Timaima Naitau, our service is built on respect, transparency and strong safeguards for every participant, their families and carers.

Our Commitment to Compliance

Care Focus Support Services is fully compliant with NDIS requirements, including the NDIS Practice Standards, NDIS Quality Indicators and the NDIS Code of Conduct. We operate in accordance with all NDIS rules, policies and guidelines that apply to the supports we provide.

We are committed to delivering safe, high-quality and person-centred supports. This means you are always at the centre of decision-making about your life, your goals and the services you receive. We actively monitor and review our practices to make sure our work consistently reflects the NDIS Practice Standards and promotes your rights, safety, dignity and independence.

Our team members are trained in the NDIS Code of Conduct and understand their responsibilities to act with honesty, integrity, respect and care at all times. We encourage open communication and speak up culture so that any issue is identified early and addressed promptly.

Complaints & Feedback

We welcome all feedback about our services — positive, negative or neutral. Your feedback helps us understand what is working well and where we can improve. You can provide feedback or make a complaint at any time, and you can ask someone you trust to support you with this process.

How to provide feedback or make a complaint

You can contact us directly using any of the following options:

When you contact us, you can tell us as much or as little as you feel comfortable sharing. We will talk with you about what outcome you would like and how you would like us to respond.

How we handle complaints

All complaints and concerns are taken seriously and handled in a way that is fair, respectful and supportive. We will:

  • acknowledge your complaint promptly
  • listen to your concerns and work with you to understand what has happened
  • take steps to resolve the issue wherever possible and keep you informed of our progress
  • maintain your privacy and confidentiality as far as possible
  • ensure there are no negative consequences or retribution for speaking up.

Where appropriate, we may use your feedback to review our policies, procedures and staff training so we can prevent issues from happening again and continue to improve the quality of our services.

If you are not satisfied with our response

If you are not satisfied with how we have managed your complaint, or if you prefer to talk to someone outside our service, you can contact the NDIS Quality and Safeguards Commission:

You can also ask an advocate, family member, friend or support person to help you contact the NDIS Commission or to raise a concern on your behalf.

Your Rights

As a participant, you have the right to feel safe, respected and heard when you receive supports from Care Focus Support Services. You also have the right to be involved in decisions that affect you and to have your choices and preferences respected.

You have the right to raise concerns or make a complaint at any time, without any impact on the supports you receive from us. Making a complaint will never be used as a reason to reduce, change or stop your services.

All feedback and complaints are treated seriously and responded to promptly. We will keep you informed about what we are doing to address your concern and will explain any decisions in clear, accessible language.

If you need help to understand your rights or to make a complaint, we can assist you to connect with an independent advocate or another support person of your choice.