Complaints & Feedback

At Kalon Meraki, we value your feedback. Whether it’s a compliment, a suggestion, or a complaint, your voice helps us improve the quality of our supports and services.
We are committed to providing services that are safe, respectful, and responsive. If something doesn’t feel right, we want to know — so we can listen, take action, and make things better.

How You Can Provide Feedback or Make a Complaint

You can provide feedback or make a complaint in a way that suits you:
• In person – speak directly to a staff member or manager.
• By phone – [Insert phone number].
• By email – hello@kalonmeraki.com.au
• Online – complete the form below [insert feedback form link if applicable].
• By mail – [Insert business address].
You may make a complaint yourself or ask a family member, carer, advocate, or support coordinator to help you.

What Happens When You Make a Complaint

1. We listen – we will acknowledge your complaint promptly.
2. We act – we will investigate fairly, respectfully, and confidentially.
3. We keep you informed – you will be updated throughout the process.
4. We resolve – where possible, we will work with you to reach a solution.
5. We improve – we use complaints and feedback to improve our services.
We aim to resolve complaints quickly and fairly. Most issues can be resolved within 14 business days.

Your Rights

• You have the right to make a complaint without fear of retribution.
• Your complaint will be treated confidentially.
• You can ask for an advocate or support person to help you.
• You have the right to contact the NDIS Quality and Safeguards Commission at any time.

If You’re Not Satisfied

If you are not happy with how we handle your complaint, or if you prefer to go directly to the independent regulator, you can contact the:
NDIS Quality and Safeguards Commission
• Phone: 1800 035 544 (free call from landlines)
• TTY: 133 677
• Online: www.ndiscommission.gov.au

Anonymous Feedback

You can provide feedback or make a complaint anonymously. Please note that if you choose to remain anonymous, we may not be able to provide you with updates or outcomes.
✨ At Kalon Meraki, your feedback is a gift. It helps us grow and ensures we provide the highest quality of care and support to every participant and family we serve.