We value your feedback and are committed to resolving concerns promptly.
At Xcel Wellbeing, we are committed to delivering high-quality NDIS supports. We welcome your feedback -- both positive and negative -- as it helps us improve our services and ensure we meet the needs of every participant.
You have the right to make a complaint at any time, and we will ensure your concerns are taken seriously and addressed fairly. Making a complaint will not affect the services you receive from us.
You can submit a complaint or provide feedback through any of the following channels:
7 Rubus Drive, Wallan VIC 3756
You may also ask a family member, friend, advocate, or support person to make a complaint on your behalf.
When we receive a complaint, we follow a structured process to ensure it is resolved fairly and promptly:
We will acknowledge your complaint within 2 business days of receiving it and confirm how we plan to address it.
We will thoroughly review your complaint, gather relevant information, and speak with all parties involved.
We aim to provide a written response within 10 business days. If more time is needed, we will keep you informed of progress.
We will contact you to ensure you are satisfied with the outcome and implement any agreed changes to prevent recurrence.
If you are not satisfied with how we have handled your complaint, or if you prefer to raise your concerns externally, you can contact the NDIS Quality and Safeguards Commission:
When making a complaint, you have the right to:
Our team is here to listen and help resolve any concerns you may have about our services.
