Complaints & Feedback Policy

1. Our commitment

We welcome feedback and complaints because they help us improve safety, service quality and customer experience. You will not be disadvantaged, threatened or treated unfairly because you make a genuine complaint or help someone else make one.

2. Who can complain

A complaint may be made by a customer, NDIS participant, family member, carer, advocate, guardian, nominee, support coordinator, worker, service provider or member of the community. We will accept anonymous complaints where practicable, although anonymity may limit our ability to investigate or provide updates.

3. How to complain

• Email info@afrofusionplate.com.au;

• Call 0480 737 709;

• Use the website contact form or another accessible channel we make available;

• Ask a representative, advocate or support person to contact us on your behalf.

4. How we handle complaints

• acknowledge and assess the complaint promptly;

• identify any urgent health, safety, food-safety, disability-support or security issue;

• give the affected person a reasonable opportunity to provide information and be heard;

• keep relevant people informed of progress where appropriate;

• make findings fairly and proportionately;

• communicate the outcome and any action taken that can lawfully be disclosed;

• record and review complaints to identify improvement opportunities.

5. NDIS complaints

For NDIS supports, we maintain complaints practices consistent with applicable NDIS requirements. Participants may complain directly to us or contact the NDIS Quality and Safeguards Commission about the quality or safety of NDIS-funded supports and services. Participants can involve an advocate or support person.

6. Privacy and confidentiality

Complaint information is handled on a need-to-know basis and in accordance with our Privacy Policy. We may disclose information to regulators, insurers, professional advisers or other parties where required or authorised by law or necessary to respond appropriately.

7. Reviews and unresolved matters

If you are dissatisfied with our response, tell us what remains unresolved so we can consider a further review. Depending on the issue, you may also have rights to contact the NDIS Commission, OAIC, ACCC, Queensland consumer authorities, a food regulator or another appropriate body.