Complaints policy
Draft template — not legal advice. This policy is written to align with the NDIS Practice Standards' complaints management requirements, but have it reviewed by a solicitor or NDIS compliance consultant, and confirm the ABN and details below, before publishing it live.
Local Cleaning welcomes feedback — including complaints — as a way to keep improving our commercial and NDIS cleaning services. This page explains how to raise a concern, and what you can expect from us once you do.
Our commitment
When you raise a concern with us, we will:
- make it easy to raise a complaint, in whatever way suits you
- take every complaint seriously and treat you with respect
- never reduce or withdraw a service because you've made a complaint
- try to resolve straightforward issues on the spot, wherever we can
- use complaints to improve the quality and reliability of our cleaning services
Who can make a complaint
A complaint can be made by:
- a business client or facility manager we clean for
- an NDIS participant we provide cleaning support to
- a family member, carer, guardian, support coordinator or plan manager acting on a participant's behalf
- a member of our staff, or a member of the public
You're welcome to make a complaint yourself, or have someone else — an advocate, family member, support coordinator, or the NDIS Quality and Safeguards Commission — make it on your behalf.
How to make a complaint
You can raise a concern with us:
- by phone: 1800 328 885
- by email: info@localcleaning.com.au
- in writing, or in person, at 4 Main Street, Point Cook, VIC 3030
- directly with the cleaner or team leader who attended your job
Complaints can also be made anonymously. This may limit how much we can follow up directly with you, but we'll still record and act on it. To help us resolve things quickly, it helps to include: your contact details (unless anonymous), the date of the job or issue, who was involved, what happened, and the outcome you're after.
What happens next
Once you raise a complaint, you can expect us to:
- acknowledge it within 2 business days
- try to resolve simple issues immediately (a missed spot, a scheduling mix-up)
- investigate more serious or complex complaints fairly and without bias
- keep you updated on progress
- aim to resolve the matter within 20 business days, and tell you if we need more time
- explain the outcome and any action we've taken
- handle everything confidentially, in line with our privacy policy
If a complaint involves an immediate safety concern — for a participant, a staff member, or anyone on site — we'll act on that straight away, ahead of completing the full review.
If you're not satisfied with our response
If you're unhappy with how we've handled your complaint, you can ask us to review it again, or take it to an external body at any time — you don't need to raise it with us first.
- NDIS Quality and Safeguards Commission — 1800 035 544, ndiscommission.gov.au (for complaints about the quality or safety of NDIS supports)
- Consumer Affairs Victoria — 1300 558 181, consumer.vic.gov.au
Record keeping
We keep a record of every complaint — what was raised, what we did about it, and the outcome — securely and confidentially, for at least 7 years, in line with our privacy obligations.
Continuous improvement
We review complaints regularly to spot patterns and improve how we train our cleaners and run our services.