Feedback & Complaints

At Coastal Supports WA, we believe that every individual's voice matters. Feedback — whether it’s a compliment, suggestion, concern, or complaint — is vital to improving our services and ensuring they remain safe, responsive, and person-centred.

Your Rights

You have the right to:

  • Give feedback or make a complaint without fear or judgment

  • Be heard and treated with respect and confidentiality

  • Receive a timely response

  • Access advocacy or support at any stage of the process

How to Provide Feedback

You can give feedback through:

  • Speaking directly with a staff member or manager

  • Writing to us via email, post, or feedback forms

  • Surveys or quality reviews

  • A family member or advocate on your behalf

  • Anonymously, if you prefer

What Happens Next

  • Feedback is acknowledged within 2 business days

  • Complaints are typically resolved within 10 business days

  • If more time is needed, we’ll keep you updated throughout

  • Serious concerns are escalated and investigated fairly by someone not directly involved

  • You’ll be informed of the outcome and any actions taken

Not Happy with the Outcome?

If you're not satisfied, you can ask for a review or escalate to:

  • NDIS Quality and Safeguards Commission

  • Health and Disability Services Complaints Office (HaDSCO)

  • Independent advocacy services

Using Feedback to Improve

We regularly review feedback trends to:

  • Recognise excellent service

  • Identify areas for improvement

  • Strengthen quality and safety across our supports

We’re committed to listening, learning, and continually improving.
To provide feedback, speak with a team member, call us, or email:

📞 0459 241 211
📧 info@coastalsupportswa.com