Complaints Policy
Last updated July 2026
We want to know when something isn't right. Valencea treats every complaint as an opportunity to improve, and we handle all complaints fairly, promptly and without judgement.
How to Make a Complaint
- Speak to your support worker or Valencea contact directly
- Call us on +61 494 789 533
- Email hello@valencea.com.au
- Use the contact form on our website
- Ask a family member, advocate or support coordinator to raise it on your behalf
What Happens Next
We will acknowledge your complaint promptly, usually within 2 business days. A staff member not directly involved in the issue will review what happened, and we will work with you to agree on a fair outcome.
We will keep you informed of progress and let you know the outcome in a way that works for you, including Easy English or with an interpreter if needed.
Timeframes
Most complaints are resolved within 15 business days. If a complaint is complex and takes longer, we will explain why and keep you updated.
You Can Also Complain to the NDIS Commission
If you are not satisfied with our response, or you would prefer to raise your concern with an independent body, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.
No Retaliation
Making a complaint will never affect the quality of support you receive from us. We welcome feedback as part of how we improve.