At Orion Care, we are committed to protecting the privacy and personal information of our participants, families, employees, and partners. We comply with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and the NDIS Practice Standards, and we apply best-practice data handling to ensure your information is safe, secure, and handled with care.
Feedback, Compliments & Complaints
Purpose
Orion Care is committed to empowering participants, families, and external stakeholders with a clear and confident understanding of their right to be heard. We welcome all feedback—positive or negative—as a valuable opportunity to improve the quality of our services and the way we support our community.
We foster a culture that values honesty, continuous learning, and open dialogue. Your feedback helps us identify issues, celebrate what we do well, and ensure our services are meeting expectations.
Scope
This policy applies to all feedback, compliments, suggestions, and complaints received from NDIS participants, their families, carers, advocates, and other external parties engaging with Orion Care.
This policy does not apply to internal staff matters or employee grievances, which are addressed through Human Resources.
Feedback related to incidents involving health, safety, or reportable conduct will be managed in line with our Incident Management Policy.
Our Commitment
Orion Care will:
- Treat all feedback with equal respect and consideration
- Ensure the process is accessible, transparent, and easy to use
- Support individuals in expressing their concerns in their own words and preferred communication style
- Offer access to independent advocacy where required
- Inform individuals of their right to raise complaints with the NDIS Quality and Safeguards Commission or other regulatory bodies
- Maintain confidentiality throughout the resolution process
- Accept anonymous feedback and protect anonymity where requested
- Aim to resolve all complaints fairly, promptly, and respectfully
- Ensure no one is penalised or disadvantaged for raising a concern
- Use all feedback to inform service improvements and continuous learning across the organisation
How to Provide Feedback
Whether you want to share a compliment, raise a concern, or file a complaint, we’re here to listen and ensure the services you receive meet your expectations. There are several ways you can give us your feedback:
- Fill out the online form
- Speak with a member of our team on 1300 87 17 87 during business hours
- Submit feedback in writing, anonymously if you prefer
We treat all feedback with care, dignity, and confidentiality. If something’s not right, we will take action to resolve it. If things are going well, we make sure your compliments are shared and celebrated.
We are committed to responding with honesty, empathy, and integrity—and to doing better, every day.
NDIS Quality & Safeguards Commission
If your concerns are related to NDIS-funded services and remain unresolved, you can contact the NDIS Quality & Safeguards Commission. This independent authority handles complaints about NDIS services and supports.
Contact them by:
- Phone: 1800 035 544 (free call, TTY 133 677)
- Relay Service : Ask for 1800 035 544
- Online : Submit a form at ndis.gov.au/contact/feedback-and-complaints
For further information about their complaint process, visit www.ndiscommission.gov.au
You can also reach out to these organisations for advocacy assistance:
Participant Charter Statement
Your Rights. Your Voice. Your Care.
At Orion Care, we believe that every participant has the right to feel safe, respected, and in control of their own life. Our Participant Charter reflects our deep commitment to person-centred care, upholding the principles of the NDIS and ensuring your voice shapes the support you receive.
We uphold your right to:
- Be treated with dignity, respect, and fairness, regardless of your background, identity, or support needs.
- Make informed choices about the services and supports you receive.
- Participate actively in decision-making about your goals, living arrangements, and daily life.
- Receive quality support that promotes your independence, wellbeing, and inclusion in the community.
- Feel safe—emotionally, physically, and culturally—within every Orion Care environment.
- Speak up without fear through easy, accessible feedback and complaints channels.
- Access information about your supports, rights, and privacy in formats that suit you.
- Expect honesty, transparency, and accountability from all Orion Care staff.
We also support your responsibilities to:
- Respect Orion Care staff and other participants.
- Engage in open, timely communication about your care and any concerns.
- Provide notice of changes to your plan, preferences, or scheduled services.
- Work with us to build a safe, positive, and inclusive community.
Together, we share responsibility for creating homes and services where people thrive—not just survive.
Because at Orion Care, real support means more than services—it means standing beside you as you live life your way.
Orion Care – Service Agreement Summary
At Orion Care, we are committed to delivering clear, transparent, and respectful partnerships with every NDIS participant. Our Service Agreement outlines the supports we provide, your rights and responsibilities, and how we’ll work together to help you achieve your goals.
What’s Included in the Agreement?
- Supports provided by Orion Care under your NDIS plan
- Start and end dates for services
- Cost of services in line with the NDIS Price Guide
- How and when services will be delivered
- Your rights and responsibilities
- Our responsibilities as a provider
- What to do if things change
- Feedback, complaints, and dispute resolution process
- How to end or change the agreement
Why It’s Important
This agreement helps ensure everyone is on the same page. It protects your rights, gives you choice and control, and ensures transparency in how we deliver your supports.
Quality & Safeguarding Commitment Statement
At Orion Care, quality and safeguarding are the cornerstones of our service. We believe every person has the right to feel safe, respected, and empowered to pursue their goals with confidence and dignity.
We are committed to delivering high-quality, person-centred supports through strong governance, ethical practice, and a culture of continuous learning and improvement. Our approach is grounded in the NDIS Practice Standards and reflects our responsibility to protect, respect, and respond to the diverse needs of all participants.
Our Quality & Safeguarding Framework prioritises:
- Participant safety, wellbeing, and human rights
- Clear, accessible feedback and complaints processes
- Proactive risk identification and management
- Evidence-based practice and continuous improvement
- Workforce capability, training, and ethical conduct
We work in partnership with participants, families, and staff to build safe, inclusive, and supportive environments where everyone can thrive.