We Value Your Feedback

At Integrity Living Solutions Pty Ltd (ILS), we are committed to providing high-quality services that are safe, respectful, and responsive to the needs of our clients and participants.

We welcome compliments, suggestions, feedback, concerns, and complaints as opportunities to improve our services and ensure we continue to meet the needs and expectations of our clients, families, representatives, and referral partners.

You have the right to provide feedback or make a complaint without fear of discrimination, disadvantage, or interruption to your services.

What Can You Give Feedback About?

You can provide feedback or make a complaint about any aspect of our services, including:
- Service quality
- Staff conduct or professionalism
- Service delivery issues
- Communication concerns
- Scheduling or attendance issues
- Transport services
- Cleaning, gardening, or domestic assistance services
- Nursing or support services
- Privacy and confidentiality concerns
- Safety concerns
- Billing or invoicing matters
- Any other concern relating to services provided by ILS

How to Give Feedback or Make a Complaint

We encourage you to raise concerns as soon as possible so they can be addressed promptly.

You may lodge feedback or a complaint by:

Online
Complete our online Feedback and Complaints Form available on our website:
www.integrityliving.com.au/feedback

Email
support@integrityliving.com.au

Phone
1300 611 595

Mail
Integrity Living Solutions Pty Ltd
PO Box 3442
Nerang DC QLD 4211

In Person
You may speak with a member of our team who can assist you in lodging your feedback or complaint.

What Information Should You Provide?

To help us investigate and respond effectively, please provide as much information as possible, including:
- Your name and contact details
- The name of the person receiving services (if applicable)
- Date and time of the incident or concern
- Description of the issue
- Names of any staff members involved (if known)
- Any supporting information or documentation
- The outcome you are seeking

You may submit anonymous feedback or complaints if you prefer, however this may limit our ability to investigate and respond.

What Happens After a Complaint Is Received?

Step 1 - Acknowledgement
We will acknowledge receipt of your complaint within two (2) business days where contact details have been provided.

Step 2 - Review and Investigation
A manager or authorised representative will review the matter and investigate as required. This may include:
- Speaking with relevant staff members
- Reviewing service records
- Reviewing policies and procedures
- Contacting you for additional information

Step 3 - Resolution
We aim to resolve complaints fairly, confidentially, and as quickly as possible. Where appropriate, we may:
- Provide an explanation
- Issue an apology
- Implement corrective action
- Review service arrangements
- Provide additional staff training
- Make improvements to our systems or processes

Step 4 - Outcome
We will communicate the outcome of our investigation and any actions taken.

Most complaints will be resolved within fourteen (14) business days, although more complex matters may require additional time.

Confidentiality

All complaints and feedback will be handled confidentially and in accordance with our Privacy Policy.

Information will only be shared with those involved in investigating and resolving the matter or where required by law.

If You Are Not Satisfied

If you are not satisfied with our response, you may request that the matter be reviewed by senior management.

You may also contact an external body relevant to your circumstances.

NDIS Participants
NDIS Quality and Safeguards Commission
Website: www.ndiscommission.gov.au
Phone: 1800 035 544

Aged Care Clients
Aged Care Quality and Safety Commission
Website: www.agedcarequality.gov.au
Phone: 1800 951 822

Privacy Complaints
Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992

Commitment to Continuous Improvement

ILS values all feedback and uses information received through compliments, suggestions, complaints, and concerns to improve the quality, safety, and effectiveness of our services.

Your feedback helps us deliver better outcomes for our clients, participants, families, and community.

Submit Feedback or a Complaint

Please complete the online form below. A member of our team will review your submission and contact you if further information is required.

Integrity Living Solutions Pty Ltd
Phone: 1300 611 595
Email: support@integrityliving.com.au