Feedback And Complaints Policy
Dedicated Plan Management
Updated August 2025
Our Commitment
At Dedicated Plan Management, we welcome all feedback — both positive and constructive. Feedback helps us improve our services, ensure high-quality support, and maintain trust with participants, families, and providers.
We take all feedback and complaints seriously and handle them promptly, fairly, and in line with our Feedback and Complaints Management Policy.
Providing Feedback or Making a Complaint
What You Can Complain About
If you feel comfortable, we encourage you to raise your feedback, concern, or complaint directly with us first, as this is often the fastest way to resolve an issue.
You can make a complaint:
With your name or anonymously (you do not have to identify yourself).
In any of the following ways:
In person: Speak with our Principal or a staff member
By email: hello@mydpm.com.au
By post: Dedicated Plan Management, 138 Juliette St, Greenslopes QLD 4120
By phone: 0489 224 800
If you wish to remain anonymous:
Call us and let us know you want to make an anonymous complaint (we won’t ask for your personal details), or
Complete a Feedback and Complaints Form without your name or identifying details and post it to our address.
You may make a complaint about any part of our services, including:
Services or supports that were not provided in a safe and respectful way
Services or supports that did not meet the expected standard of quality
Communication, processes, or interactions that caused concern or distress
How We Handle Complaints
We aim to acknowledge all complaints quickly and work towards resolution as soon as possible.
We will listen to your concerns, gather relevant information, and keep you informed of progress.
If you make your complaint anonymously, we will address the matter to the best of our ability based on the information provided.
If You Are Not Satisfied
If you feel your concern has not been resolved or you would like to raise it externally, you can contact the NDIS Quality and Safeguards Commission.
You can contact the NDIS Commission by:
Phone: 1800 035 544 (free call from landlines) or TTY 133 677
Through the National Relay Service: ask for 1800 035 544
Online: NDIS Commission Complaints
Using an interpreter if needed (available upon request)
Accessibility Support
We are committed to making our feedback and complaints process accessible to all. If you need help to make a complaint, we can assist you or connect you with advocacy services.
Continuous Improvement
All feedback and complaints are recorded, reviewed, and used to improve our services, systems, and communication.