COMPLAINTS
We want to hear from you
At Hunter Valley Supports, we are committed to providing high-quality services that meet your needs and expectations. However, we understand that sometimes things may not go as planned. If you are dissatisfied with any aspect of our service, we encourage you to let us know. Your feedback helps us improve and ensures that your rights are respected.
How to Make a complaint
We want to make it as simple as possible for you to provide us with all negative feedback.
If you need assistance to provide your feedback, please view the details below. You can also ask a friend, relative, or other support person to provide information on your behalf.
Please see how you can make a complaint:
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Speak to Us Directly: You can raise your concern with any member of our team. We are here to listen and help.
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Contact Us: Email us at feedback@hvsupports.com or call (02) 6543 0290.
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Formal Complaint: If you prefer, you can submit a written complaint, please fill out the form provided below
How we handle complaints
At Hunter Valley Supports, we take all complaints seriously and manage them with fairness, transparency, and respect.
Our dedicated Complaints team coordinates the process, with reviews conducted by a senior leader or the team itself, as appropriate. You can expect an initial response within two to three business days.
We aim to review and resolve all matters within 15 working days. If more time is needed, we will keep you informed throughout the process. Every complaint includes the right to request a review, which can be escalated through our Complaints team.
All information provided is treated as confidential. Identifying details are only shared with those directly involved in managing the complaint or, where necessary, those named as respondents. We ensure complainants are protected from any repercussions, reprisals, or victimisation for raising a concern.
Other ways to make a complaint
You can also make a complaint to any of the following organisations.
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Department of Communities Justice - 1800 000 164
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NSW Ombudsman - 1800 451 524
For complaints relating to NDIS supports & services
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NDIS Quality & Safeguards Commission - 1800 035 544