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Wave Rock Hyden Australia

Client Feedback & Complaints Policy Statement

Complaints Management Policy


At Simplified Plan Management (SPM), we are committed to providing effective feedback and a complaint-handling management system that is transparent, efficient, and responsive. We recognize that a robust complaints management system enables us to deliver a higher level of service to our clients. Our system adheres to the principles of procedural fairness and natural justice and complies with the requirements of the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018. These rules mandate that all NDIS providers establish and maintain an accessible, fair, and responsive complaint management and resolution system.


Complaints and compliments are welcomed at SPM, as we view all feedback as an opportunity for continuous improvement. While we encourage individuals to first raise complaints with us, they have the option to directly approach the NDIS Commission if they choose to do so. We guarantee that there will be no adverse consequences for making a complaint, whether it is directed to us or to the NDIS Commission. If appropriate, we may refer complaints to the NDIS Commission or other relevant bodies in accordance with applicable Commonwealth, State, or Territory laws.


Complaint Pathways


Complaints can be made through various channels, including:

  • Telephone

  • Email 

  • In-person

  • Letter

  • Website

Anyone, including those who wish to remain anonymous, can lodge a complaint about our services. Simplified Plan Management ensures that individuals making a complaint, either directly to us or to the NDIS Commission, will not be disadvantaged or face any consequences for doing so.


Providing an Easy and Accessible Complaints Pathway


What to Expect When Making a Complaint by Telephone:

  • We will aim to respond to telephone complaints as promptly as possible. Depending on the nature of the complaint, it may be necessary to involve a senior staff member or gather additional information. In such cases, we may need to take your contact details and arrange a suitable time to call you back.

  • Most complaints are anticipated to be resolved during the initial telephone call or within the same business day.

  • Call 0491 090 747


What to Expect When Providing Feedback or Lodging a Complaint by Email:

  • Feedback or complaints can be sent to Simplified Plan Management via the email address 

  • Upon receipt of an emailed complaint, we will acknowledge it within two business days.

  • Complaints are typically assessed within 10 business days. We will keep the complainant informed of the progress and any potential delays during the assessment process.

  • Once the issue(s) described in the complaint have been evaluated, a designated person will contact you either by telephone or in writing to communicate the outcome.

  • In exceptional circumstances, it may be necessary to engage an external investigator. The timeframes for such cases will be discussed with the complainant.

  • The above process does not prevent a complainant from approaching the NDIS Commission to lodge a complaint at any time.

Please write in the English language.

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