We value your feedback and appreciate your input

We encourage you to share any complaints, compliments, or suggestions to us improve our services. If you have concerns about the quality and safety of the supports provided by Good-Will.au, we love to hear your feedback. Our ‘no wrong door’ policy welcomes all types of input, as your insights are for our service enhancement. For inquiries or to provide feedback, please reach out to us at:

Email: info@good-will.au

Mail: Good-Will, PO Box 84, Pyrmont, NSW 2008.

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When you submit an inquiry, feedback, or complaint regarding Good-Will.au, we are dedicated to addressing your concerns promptly. Our Enquiries, Feedback, and Complaints policy is designed to ensure you feel secure in sharing your insights and outlines our principles for managing your input. Your feedback is essential in helping us improve our services.

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At Good-Will.au, we adhere to a structured 8-step process for managing complaints effectively:

1. Acknowledge: We promptly acknowledge the receipt of your complaint.

2. Assess and Record: Your complaint is assessed and documented for thorough review.

3. Contact: We will reach out for any necessary clarification to ensure understanding.

4. Resolve or Refer: We strive to resolve the issue or refer it to the appropriate department.

5. Communicate: We will maintain with you throughout the process.

6. Respond: A formal response addressing your concerns will be provided.

7. Follow-up: We may follow up to confirm your satisfaction with the resolution.

8. Consider and Learn: Your feedback will be utilized to enhance our services.

We value your insights as they play a crucial role in our continuous improvement efforts.

​​Upon receiving a complaint, we strive to acknowledge your complaint within 2 business days, contact you within 5 business days, and resolve your complaint within 30 business days.

Please be aware that some complaints may be resolved more quickly than the 30-day timeframe. If we require additional information to address your complaint, we may reach out for clarification. In instances where your complaint is complex and encompasses multiple issues, the resolution may take longer, and we will keep you informed regarding the progress.

We may also need to verify your identity if accessing and discussing your personal information is necessary. If you are submitting a complaint behalf of another individual, we may contact you to confirm your authorisation to act on their behalf and gather any relevant information. If you do not have that individual’s, you are still welcome to lodge a complaint; however, our response will be provided in general terms.

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If you do not agree with the outcome of your complaint, you have the option to request a manager to review both your complaint and its handling.

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NDIS matters 

For NDIS supports and servicea, you may also choose to contact the NDIS Quality and Safeguards Commission (NDIS Commission) for further assistance.

The NDIS Commission is authorised to consider complaints regarding our actions and decisions, including the management of your complaint. Please reach out to the NDIS Commission only after you have attempted to resolve your issue with us.

As an independent Commonwealth agency, the NDIS Commission is dedicated to enhancing the quality and safety of NDIS supports and services. They accept complaints from individuals concerning:

• NDIS services or supports that were provided in a safe and respectful manner.

• NDIS services and supports that did not meet the required standards.

• The handling of complaints by an NDIS provider regarding services or supports provided to an NDIS participant.

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For more information, visit the NDIS Commission website.​