Feedback and Complaints

image7

Feedback and Complaints

MDSS strives for best practice and continual quality improvement within our organisation and to achieve this we ask for honest feedback from clients, stakeholders and the community.
If you have any issues with MDSS staff or service we encourage you to contact us with your complaint and be assured that we will:

  • Treat you with respect
  • Tell you what to expect while your complaint is being looked into
  • Give you the timeframes you can expect to have your matter dealt with
  • Carry out the complaint handling process in a fair and open way
  • Provide reasons for the decisions made
  • Protect your privacy as much as we legally can


How to make a complaint

  • You can make a complaint by speaking to a staff member or putting it in writing
  • You can email the CEO at c.e.o@mdssinc.org

Things you may want to complain about

   You can make a complaint about anything regarding MDSS such as:


  • The way staff treat you and/or other clients
  • The policies (rules) of Mudgee Disability Support Service Inc.
  • The activities and programs that you do
  • The way other clients treat you 

After you have made the complaint

  •  The complaint or issue is given to the supervisor, program officer or CEO
  • Your complaint will be addressed within 5 working days either in person, by phone, by email or by a letter to you
  • Your complaint will be resolved within 4-8 weeks depending on what the problem is
  • You will be kept up-to-date and someone will tell you what is happening during the process

What will MDSS do during this time?

  • MDSS will keep in contact with you and tell you what is happening to the complaint
  • If you need more help or outside help we will assist you to get that help
  • Ask you for your permission to find out more information to help solve the problem

What if you are not happy with the outcome of the complaint?


  • You can ask MDSS to look at the complaint again
  • The complaint will be given to the Chairperson of MDSS Board. The Board may need more information from you or other people, and then they will investigate the complaint
  • If you are not happy with the outcome of the complaint you may want to contact a Disability advocacy service or the NDIS Quality and Safeguards Commission (click on buttons below).

 NDIS Quality and Safeguards Commission 

MDSS feedback form