📖 Easy Read Edition: This policy uses simple words and clear picture cards. Switch to the Full Standard Edition of this Policy Page.
Giving Feedback and Making a Complaint – Easy Read Guide
Written by Jenny Mathers | Principal Support Coordinator, Author & Carer Advocate
💡 At a Glance & Overview
⏱️ Estimated Read Time: 4 minutes
Central Goal: Your voice matters to us. You have the right to tell us what is working well, what we can improve, or if you are unhappy with your support. We will listen, treat you with respect, and fix problems quickly.
- Document Reference: SG-FBC-ERG-2026-v2.0 (Effective Date: 13 September 2026, Version 2.0, Approved by Jenny Mathers).
- Right to Speak Up: You can give feedback or make a complaint at any time.
- Fair Treatment for Everyone: All parties have the right to be heard, workers are notified and treated fairly, and complaints are investigated objectively.
- No Bad Treatment: You will never be punished, treated unfairly, or lose your support coordination for making a complaint.
- Fast Timelines: We acknowledge your complaint within 1 business day and work to resolve issues within 21 calendar days.
- Easy Ways to Contact Us: Fill out our online Astalty form, call us, email us, or meet with us face-to-face.
- Independent Advocates & Regulators: You can involve an advocate or contact the NDIS Commission at any time.
🗺️ What is in This Guide (Quick Navigation)
- Section 1: Document Control & What This Policy Is About
- Section 2: What Is Feedback and What Is a Complaint?
- Section 3: Why Your Feedback Matters to Us
- Section 4: How to Give Feedback or Make a Complaint
- Section 5: What Happens When You Make a Complaint (Timelines & Process)
- Section 6: Fair Treatment and Objective Investigation (Right to Be Heard)
- Section 7: Your Right to an Advocate and Protection from Bad Treatment
- Section 8: Independent External Authorities (Escalation Pathways)
- Section 9: Words That Are Hard to Understand
- Section 10: Contact Information
Section 1: Document Control & What This Policy Is About
| Reference | Version | Effective Date | Approved By | Review Date |
|---|---|---|---|---|
| SG-FBC-ERG-2026-v2.0 | 2.0 | 13 September 2026 | Jenny Mathers | 13 September 2027 |
This Easy Read policy explains how Steady Guide handles feedback and complaints. It tells you how you can share your thoughts, what happens when you make a complaint, and how we keep your feedback safe and confidential.
Section 2: What Is Feedback and What Is a Complaint?
We want to know what you think about our services. There are two main ways to share your thoughts:
What Is Feedback?
Feedback is telling us what you like, what is working well, or sharing ideas on how we can do things better.
What Is a Complaint?
A complaint is telling us that you are unhappy with our service, that something went wrong, or that a worker did not treat you properly.
Section 3: Why Your Feedback Matters to Us
We welcome all feedback and complaints. Here is why speaking up is important:
We Listen Without Judgment
We will always take your concerns seriously and listen respectfully to what you have to say.
It Helps Us Improve
Your feedback helps us make our support coordination better for you and for other participants in regional Queensland.
No Punishment or Loss of Support
You have the right to complain without fear. You will never be punished, treated unfairly, or have your support changed because you made a complaint.
Section 4: How to Give Feedback or Make a Complaint
You can give feedback or make a complaint in whichever way is easiest and most comfortable for you:
💻 Online Feedback & Complaints Form
You can fill out our secure online feedback form at any time. Submissions go directly to our management team in our encrypted Astalty database.
Submit Online Feedback Form [External Link – Opens in new window]Call Us
You can call Jenny Mathers directly on 0424 766 144 to talk about your feedback or complaint over the phone.
Email Us
You can send an email to jenny@steadyguide.com.au explaining what happened or what you want changed.
Anonymous Feedback
If you prefer not to share your name, you can submit your feedback anonymously using our online form without filling in your contact details.
Section 5: What Happens When You Make a Complaint (Timelines & Process)
When you make a complaint, we follow four clear steps to make sure it is handled properly and fairly:
Our 4-Step Complaint Process:
- Step 1: Acknowledgment (Within 1 Business Day)
We contact you within 1 business day to confirm we received your complaint and to make sure we understand what happened. - Step 2: Listening and Investigating
We look into the problem fairly. We talk to you to understand how you would like the issue resolved and gather relevant facts. - Step 3: Finding a Solution (Within 21 Calendar Days)
We work with you to find a fair solution within 21 days. This may include an apology, changing how we deliver support, or fixing a mistake. - Step 4: Learning and Improving
We update our processes so the same mistake does not happen again. We keep all complaint records private in our secure database.
Section 6: Fair Treatment and Objective Investigation (Right to Be Heard)
Whenever a complaint is made, Steady Guide follows strict principles of procedural fairness and natural justice so that everyone involved is treated properly and respectfully:
Right to Be Heard
All parties involved in a complaint have the equal right to be heard, explain what happened from their perspective, and share any relevant information.
Fair Notification and Respect for Workers
If a complaint involves a worker, the worker will be notified promptly and treated fairly, with complete support and respect throughout the process.
Objective and Impartial Investigation
Every complaint is investigated objectively, looking only at facts and evidence without taking sides or making early assumptions.
Section 7: Your Right to an Advocate and Protection from Bad Treatment
You do not have to handle a complaint alone. You have the right to involve an independent advocate or supporter:
Bring a Family Member, Friend or Advocate
You can ask a family member, friend, carer, or professional advocate to help you write or speak about your complaint.
🤝 Finding an Independent Advocate
An advocate is an independent person who speaks up for your rights. You can search for free, independent advocacy services using the Disability Advocacy Finder.
Find an Advocate (Disability Advocacy Finder) [External Link – Opens in new window]Section 8: Independent External Authorities (Escalation Pathways)
If you do not want to complain to Steady Guide directly, or if you are not happy with how we handled your complaint, you can contact an independent government regulator at any time:
🏛️ External Government Regulators
- NDIS Quality and Safeguards Commission:
Phone: 1800 035 544 | TTY: 133 677 | NRS: 1800 035 544
Website: www.ndiscommission.gov.au - Office of the Australian Information Commissioner (OAIC – Privacy):
Phone: 1300 363 992 | Email: enquiries@oaic.gov.au
📚 Words That Are Hard to Understand
Feedback: Telling us what you like or sharing ideas about how we can do things better.
Complaint: Telling us that you are unhappy with our support or that something went wrong.
Procedural Fairness / Natural Justice: Making sure everyone involved in a complaint is treated fairly, notified, and given the chance to share their side of the story.
Advocate: An independent person who helps you speak up for your rights and express your wishes.
Acknowledgment: Contacting you quickly to confirm that we received your complaint and understand your concern.
Resolution: Finding a fair solution to fix a problem and make things right.
Section 10: Contact Information
If you have feedback or wish to make a complaint, please contact us:
| Key Contact | Jenny Mathers, Principal Support Coordinator |
| Organisation | Steady Guide |
| Location | Toowoomba, Regional Queensland |
| Phone | 0424 766 144 |
| jenny@steadyguide.com.au | |
| Website | steadyguide.com.au |
At Steady Guide, listening to your feedback helps us grow and provide the best support possible. Thank you for speaking up and sharing your thoughts with us.
Ref: SG-FBC-ERG-2026-v2.0 • Effective: 13 September 2026