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Capability Support encourages feedback at all levels as a part of our drive for continuous improvement. This includes positive feedback and complaints about services.
Feedback or complaints can be made anonymously and do not have to be lodged to Capability in the first instance.
If your complaint is about our NDIS services, you are also entitled to make a complaint to the NDIS Quality and Safeguards Commission:
If your complaint is in relation to our services for Children and Youth, you may raise your complaint directly with CYPS (Child and Youth Protection Services):
Capability’s Management or Directors will immediately receive, record, triage and acknowledge the complaint within two business days.
Capability commits to investigating, resolving, and communicating resolutions to staff, stakeholders, and complainants within 14 working days. If this is not possible, Capability’s management will communicate directly to the complainant, and they will be informed of the progress of the investigation where possible.
If you are unhappy with the response from Capability’s Management, you can ask for a review of the decision by Capability’s Directors.
If you are dissatisfied with the response from Capability’s Directors, or wish to raise it externally, you may do so with external agencies such as:
To ensure we have the best team and are constantly improving, we ensure staff meet specific pre-screening requirements such as appropriate qualifications, pass comprehensive background checks, and extensive training and supervision in their roles. Capability has a very firm Supervision Framework to empower and develop Staff Members to deliver high-quality support services. All Staff Members have customised supervision and individual development plans to ensure continuous improvement at Capability.
Every Capability Support staff member undertakes an extensive induction session with the Directors and Management, guiding the importance of our core values and missions and setting clear expectations.
Capability’s team have extensive industry experience in Community Services. Their collective experience inspired the beginning of Capability Support with the fundamental ethos that we can do better for the community.
