Complaints and Feedback Policy and Procedure

At Saha Support Care, we welcome all feedback — both positive and negative — as an opportunity to improve our services and strengthen trust.

🎯 Purpose of This Policy:

To ensure that all complaints and concerns are:

• Taken seriously
• Handled fairly, respectfully, and efficiently
• Resolved in a timely and transparent manner
• Used to improve our service quality

📝 How to Make a Complaint:

You can lodge a complaint or share feedback by:

• Talking to a staff member directly
• Filling out a feedback/complaint form on our website
• Sending an email to feedback@sahasupportcare.com.au
• Calling us on 1300-000-000

We will acknowledge your complaint within 3 business days and aim to resolve it within 14 business days. If your complaint is complex or requires further investigation, we will keep you informed throughout the process.

🤝 Your Rights During the Process:

• You have the right to be heard
• You can bring a support person or advocate with you
• You will not face retaliation or discrimination
• You will be informed of the outcome and any actions taken

If you’re not satisfied with our response, you can escalate the matter to the NDIS Quality and Safeguards Commission or other relevant authorities.