Feedback & Complaints
At MS Queensland we value and act on feedback to improve our services and ensure that we put our customers at the heart of everything we do. Customers and supporters are encouraged to raise their feedback with the service provider or supervisor directly (e.g. your Service Coordinator, the Supported Accommodation Manager, or tenancy manager if it is building related).
Ways to submit feedback or a complaint
If you wish to provide feedback, offer a compliment to a staff member, or make a complaint to MS Queensland you may do so:
• in person to your MS Queensland service provider/contact at the time of service delivery,
• by phone call MS Queensland on 3840 0888 or NeuroAssist on 1800 177 591,
• by email write to firstname.lastname@example.org or email@example.com
• in writing to “Complaints” posted to Locked Bag 7, Milton QLD 4064
• via website form complete and submit the form using the button below
Please provide detailed information so that we can manage your complaint. MS Queensland will acknowledge your complaint within a day (business hours) and, depending on the complexity of the complaint, we will attempt to resolve it within 14 days – you will be advised of likely progress times.
MS Queensland also offers an independent and external ‘Whistleblower’ hotline service from Stopline. You can make an anonymous complaint/disclosure or offer feedback on any matter by using the Stopline service – you will be given a special code to receive updates on progress with resolving your complaints:
If you are a client receiving MS Queensland services under an NDIS package you may also, and at any time, refer the complaint to the NDIS Quality & Safeguards Commission.
Make a report at https://www.ndiscommission.gov.au/about/complaints or call 1800 035 544
MS Queensland will support service delivery customers in making a complaint and will provide feedback to the complainant regarding progress.Accommodation clients (including social housing units at Albany Creek Apartments) contact your tenancy manager whose details can be found on your tenancy agreement.
RIGHTS & RESPONSIBILITIES
MS Queensland takes your feedback seriously. Please note that there may be times when we do not have the scope to manage your complaint and these will be referred to the appropriate authority or agency e.g. Police, Ombudsman, NDIS/department. MS Queensland, staff members, and customers all have rights and responsibilities that must be upheld as we work together to ensure quality service outcomes. A copy of this document is available to view below.