Last Updated: 2nd August 2026
Our Commitment:
At Samford Care, we encourage participants, families, and advocates to provide feedback, including complaints. Your feedback helps us continually improve our services. We treat all concerns with respect, strict confidentiality, and urgency.
You can lodge a complaint or feedback with us at any time using your preferred method:
In Person: Speak directly to your support worker or office staff.
Phone: Call us at 0437 757 872 (leave a voicemail if after hours).
Email: Send details directly to support@samfordcare.com.au.
In Writing: Mail a letter to PO Box 948, Samford QLD 4520.
Acknowledgement: We will acknowledge receipt of your complaint within 3 business days.
Investigation: A manager will review the details, consult with relevant parties (maintaining privacy), and assess any immediate risk to participant safety.
Resolution: We will provide a formal written response detailing our proposed resolution and action plan within 14 business days.
You have the right to involve an external body or escalate your complaint at any stage of the process—you do not need to wait for our internal process to complete.
If your concern involves a safety incident, injury, abuse, neglect, or standard of care breach, please refer to our Incident Management Framework. All critical safety issues are investigated under our incident response procedures and reported to regulatory bodies as required.
If you are not satisfied with our internal handling, prefer not to speak with us directly, or believe there has been a breach of the NDIS Code of Conduct, you can lodge a complaint directly with the NDIS Commission:
Phone: 1800 035 544 (Free call from landlines)
TTY / National Relay Service: Call 133 677, then ask for 1800 035 544
Translating and Interpreting Service (TIS): Call 131 450
Online Complaint Form: NDIS Quality and Safeguards Commission
National Disability Insurance Scheme (NDIS): For matters regarding plan funding or NDIA decisions, call 1800 800 110.
Queensland Health Ombudsman: For health service-related complaints, visit oho.qld.gov.au or call 133 OHO (133 646).
Independent Advocacy: You have the right to use an independent advocate at any stage. Find a local provider using the National Disability Advocacy Finder.
We strictly prohibit victimisation. Making a genuine complaint or raising a safety concern will never affect the quality of care you receive, result in service interruption, or penalise you or your family in any way.
