Client Feedback
At Acacia Nursing Services, we value feedback from participants, families, support coordinators and community partners.
Feedback helps us strengthen our services, improve safety, and ensure we are delivering high-quality, person-centred nursing care.
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Every participant has the right to:
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Provide feedback at any time
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Raise concerns without fear of disadvantage or retaliation
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Be treated with respect and fairness
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Receive a timely response
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Involve a support person or advocate
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Escalate concerns externally if desired
We are committed to maintaining a safe, transparent and responsive service environment.
How to Provide Feedback
You can provide feedback or make a complaint in a way that feels comfortable and accessible to you.
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You may contact us by:
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Completing our online feedback form by clicking the button below​
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Emailing us at enquiry@acacianursingservices.com.au
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Calling our team on 0432074173
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Providing written feedback see the button below
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Speaking to a nurse or staff member directly during your care
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Through a family member, support coordinator, or advocate
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Submitting feedback anonymously
If you require support to provide feedback, we can arrange this for you:
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Interpreter services
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Easy Read information
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Support from a trusted person
What Happens After You Provide Feedback
After you submit your feedback, we follow a structured and fair complaints management process.
First, you will an acknowledgment confirming that we have received your feedback within a reasonable timeframe.
Next, during the review & investigation phase, we will carefully examine any relevant documents, consult with our staff, and gather necessary information to fully understand your concern.
Once we have completed our review, we will communicate the resolution, detailing the and any actions taken to address the issue.
Lastly, if appropriate we will conduct a follow-up to assess our processes and implement improvements prevent similar issues in the future.
If you are not satisfied with the outcome, you can request further review or escalate the matter externally. Our commitment is to ensure fairness, transparency, and continuous improvement throughout process.
External Complaints and Advocacy
You have the right to raise concerns outside of our organisation at any time, external organisations are there to help you
NDIS Quality and Safeguards Commission
If you are not comfortable raising a complaint with us directly, or you are not satisfied with our response, you can contact the NDIS Quality and Safeguards Commission.
The Commission regulates NDIS providers and ensures participant safety.
You can contact them by:
Phone: 1800 035 544
Website: NDIS Quality and Safeguards Commission
Online complaint form available via their website
The Commission can investigate complaints about NDIS supports and services.
Disability Advocacy Services
You may also seek assistance from an independent disability advocacy organisation. Advocates can:
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Help you understand your rights
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Support you in making a complaint
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Speak on your behalf
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Assist in resolving concerns
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In New South Wales Disability Advocacy are able to assist you
Website: https://www.da.org.au/
Phone: 1300 365 085