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Your complaint will be formally acknowledged within 2 working days. We aim to respond to all complaints and grievances as quickly as possible, and within 28 working days from acknowledgement. If a complaint cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected.

Escalating Complaints

If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from Live Your Way Australia’s Corporate Services Manager or Chief Executive, or alternatively through any of the following agencies:

NDIS Quality and Safeguards Commission

Online: www.ndiscommission.gov.au; and Phone: 1800 035 544.

Australian Human Rights Commission

Phone: 1300 656 419; and Online: www.humanrights.gov.au.

Queensland Ombudsman

Phone: 1800 068 908; Online: www.ombudsman.qld.gov.au; Post: GPO Box 3314, Brisbane QLD 4001.

Queensland Human Rights Commission (for complaints relating to human rights and discrimination):

Online: www.qhrc.qld.gov.au; Phone: 1300 130 670; Email: info@qhrc.qld.gov.au; and Post: to a local office.

Participants also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Fair Trading Queensland provides information and advice about customer disputes under the ACL.

Complaints about Live Your Way Australia's Supported Independent Living Services

Participants in Supported Independent Living services or other accommodation arrangements can be supported by the Queensland Community Visitor Scheme. Community Visitors are coordinated by the Queensland Office of the Public Guardian. They visit disability accommodation, mental health services, private hostels, Forensic Disability Service Community Care Units, Registered NDIS Providers and unregistered NDIS Providers in the case of children. Their role is to make inquiries and lodge complaints for, or on behalf of, residents of these accommodation services. Further information can be provided by the Office of the Public Guardian on 1300 653 187.