Feedback & Complaints

Rahma Care Services Pty Ltd | ABN 14 697 087 951
Last updated: 11 August 2026

Your voice matters

Rahma Care Services welcomes feedback, compliments, suggestions, concerns and complaints from participants, families, representatives, advocates, referrers, workers and anyone else who has dealt with our services.

You do not need to wait until something becomes a serious problem before speaking up. If something is not working, you are unhappy with part of the support, or you think we could do something better, we want you to tell us.

You will not be disadvantaged, treated unfairly or have your support negatively affected because you provide feedback or make a complaint.

Your rights when making a complaint

When you provide feedback or make a complaint, you can expect to:

be treated fairly, respectfully and with dignity
have your concern listened to and taken seriously
make a complaint anonymously if you choose
have an advocate, family member, friend, representative or other support person assist you
ask for communication support or information in a format that is easier for you to understand
be kept informed about the progress of your complaint
be involved, where appropriate, in how the complaint is resolved
have your information handled respectfully and confidentially, subject to any information we need to share to manage the complaint or meet legal obligations
ask for a review if you are not satisfied with our response
contact the NDIS Quality and Safeguards Commission directly at any time.

How to give feedback or make a complaint

You can contact Rahma Care in the way that works best for you. You do not need to use a special form.

Phone: 0403 640 966

Email: info@rahmacare.com.au

Post: Rahma Care Services Pty Ltd, 8 Timbertop Court, Mooroolbark VIC 3138

You can also speak with any Rahma Care worker and ask them to pass your feedback or complaint to the person responsible for managing complaints.

If you make a written complaint, it can be helpful to tell us what happened, when it happened, who was involved if relevant, and what you would like us to consider doing. If you do not have all of this information, you can still make a complaint.

Anonymous complaints

You can make a complaint without giving us your name. For example, you can call us and tell us that you want to remain anonymous, or you can send a written complaint without including your identifying details.

We will still consider an anonymous complaint seriously. However, if we cannot contact you, it may limit our ability to ask questions, fully investigate the matter or tell you the outcome.

Support to make a complaint

You can ask another person to help you make a complaint or communicate with us. This may be an advocate, family member, friend, Support Coordinator, representative or another person you trust.

If you need communication assistance, please tell us. We will take reasonable steps to make the complaints process easier to understand and use. This may include an interpreter, communication support, Easy Read information or another suitable communication method.

What happens after you make a complaint

We will handle complaints fairly and as promptly as possible.

1. We acknowledge it. We aim to acknowledge your complaint within 3 business days and let you know what will happen next.

2. We consider any immediate concerns. If the complaint raises an immediate safety or wellbeing concern, we will address that as a priority.

3. We review the matter. We will make sure we understand the concern, consider the relevant information and, where needed, speak with the people involved.

4. We keep you involved and informed. We will keep you updated and, where appropriate, involve you and any participant affected by the complaint in the resolution process.

5. We explain the outcome. We will tell you the outcome, explain the reasons for any decisions and let you know about any action we have taken or plan to take.

6. We learn from it. Where a complaint identifies something that could be improved, we will consider what needs to change in our supports, systems, worker practices or processes.

Timeframes

We aim to resolve complaints within 21 business days. Some complaints may take longer because of their complexity, the information that needs to be reviewed or the people who need to be involved. If more time is needed, we will keep you informed and provide progress updates at least every two weeks while the matter remains open.

Safety and serious concerns

If a complaint raises an immediate risk to a person's safety, Rahma Care will take appropriate action as a priority. If the information raises a matter that must be reported to the NDIS Quality and Safeguards Commission, police or another authority, we will meet any applicable reporting obligations.

If someone is in immediate danger or urgent emergency assistance is required, call 000.

If you are not satisfied, or prefer to complain elsewhere

You can contact the NDIS Quality and Safeguards Commission directly about concerns regarding NDIS supports, services, providers or workers. You do not need to make a complaint to Rahma Care first.

NDIS Quality and Safeguards Commission

Phone: 1800 035 544

TTY: 133 677

National Relay Service: ask for 1800 035 544

Online: https://www.ndiscommission.gov.au/complaints/report

Interpreters can be arranged through the NDIS Commission.

If you would like help from an independent disability advocate, information is available at https://www.ndiscommission.gov.au/complaints/help-advocate.

Privacy and confidentiality

Information provided as part of feedback or a complaint will be handled respectfully and kept as confidential as reasonably possible. Information will only be shared with people who need it to assess, investigate or resolve the matter, or where sharing is permitted or required by law.

Personal information will be handled in accordance with Rahma Care Services' Privacy Policy, which is available in the footer of this website.

How feedback helps us improve

Feedback helps us understand what is working and what needs attention. We review feedback and complaints to identify recurring issues, improve the way supports are delivered, strengthen worker practice and make changes where they are needed.

Contact Rahma Care Services

Rahma Care Services Pty Ltd

ABN 14 697 087 951

8 Timbertop Court, Mooroolbark VIC 3138

Phone: 0403 640 966

Email: info@rahmacare.com.au

Make a Complaint or Give Feedback