Your voice matters
Feedback, Compliments & Complaints Procedure
A clear, stress-free pathway for compliments, suggestions and formal complaints.
Your voice matters to us. TLK Care is committed to delivering safe, high-quality, and person-centred care. Whether you have a compliment, a suggestion for improvement, or a formal complaint regarding our services, we provide a clear, stress-free pathway to ensure you are heard.
How to Lodge Feedback or a Complaint
- By Phone: Call us directly on 1800 834 834
- By Email: Send details to info@tlkcare.com.au
- In Writing: Mail your feedback to PO Box 1419, Parramatta NSW 2124
- Online: Complete our secure web contact form below
Our Formal Resolution Process
- 1. Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
- 2. Independent Review: The issue will be escalated to our management team, who will investigate neutrally and review records within our internal quality management frameworks.
- 3. Consultation: We will collaborate with you, your family, or your support coordinator to discuss practical pathways toward an amicable resolution.
- 4. Outcome & Notification: We aim to fully resolve and provide you with a formal response regarding the actions taken within 14 business days.
Escalating Your Concerns
If you feel that your complaint has not been safely or adequately resolved by our internal team, or you prefer to speak to an external oversight body immediately, you can contact the federal regulatory commission directly:
NDIS Quality and Safeguards Commission
- Phone: 1800 035 544 (free call from landlines) or TTY 133 677
- Online: www.ndiscommission.gov.au