Feedback & Complaints

At Ardor Care, we welcome feedback about the supports and services we provide.

Whether you would like to share a compliment, make a suggestion, raise a concern or make a complaint, we want you to feel comfortable speaking with us.

Feedback helps us understand what we're doing well, where we can improve and how we can provide better support.

You have the right to raise a concern or make a complaint, and doing so will not negatively affect the supports or services you receive from Ardor Care.

How to Provide Feedback or Make a Complaint

You can provide feedback or make a complaint in the way that is most comfortable for you.

You can:

• Speak directly with an Ardor Care team member
• Contact us by phone
• Contact us by email
• Submit the Feedback & Complaints form on this page
• Ask a family member, advocate, representative or another person you trust to assist you

You can also make a complaint anonymously if you prefer. However, this may sometimes limit our ability to investigate or respond to the matter.

Phone: 1300 064 470

Email: info@ardorcare.com.au

Feedback & Complaints Form

You don't need to give your name or contact details. If you would like us to respond, please include a way to reach you.

What Happens When You Make a Complaint?

When we receive a complaint, we will:

• Listen to and acknowledge your concern.
• Review the information you have provided.
• Speak with you and other relevant people where appropriate.
• Investigate the matter where required.
• Keep you informed about the progress of the complaint where appropriate.
• Explain the outcome and any actions taken.
• Use feedback and complaints to identify opportunities to improve our services.

Complaints will be handled respectfully, fairly and as confidentially as possible.

Support to Make a Complaint

You can ask someone you trust to support you when providing feedback or making a complaint.

This could include a:

• Family member
• Friend
• Advocate
• Nominee or representative
• Support Coordinator
• Other person you trust

We will work with you to make the complaints process as accessible as possible.

If you need information in another format or require assistance to communicate your complaint, please let us know.

Making a Complaint Outside Ardor Care

You have the right to raise concerns outside Ardor Care.

If your complaint relates to NDIS supports or services, you can contact the NDIS Quality and Safeguards Commission.

You do not have to raise your complaint with Ardor Care before contacting the NDIS Quality and Safeguards Commission.

Our Commitment

Ardor Care is committed to ensuring that feedback and complaints are:

• Taken seriously
• Handled fairly and respectfully
• Managed as confidentially as possible
• Addressed without retaliation or disadvantage
• Used to identify opportunities to improve our supports and services

Our focus is on resolving concerns wherever possible and ensuring participants feel heard, respected and supported throughout the process.

Talk to Us

If something isn't right, or if there's something you think we could do better, we encourage you to tell us.

Likewise, if you've had a positive experience with Ardor Care, we'd be happy to hear about that too.

Phone: 1300 064 470

Email: info@ardorcare.com.au