Feedback & Complaints

At The Support Society, we believe everyone deserves to feel heard. Whether it's a compliment, a suggestion, or a concern, your feedback helps us make every opportunity possible- for you, your family, and everyone we support.

We want to hear from you

Whether your feedback is positive, negative, or somewhere in between, we want to hear it- it all helps us learn and improve. Complaints are simply another form of feedback, and an important one, so they're not something we shy away from. You will never experience any negative impact on your support because you shared feedback, raised a concern, or made a complaint. This applies whether you are a participant, a family member, a support worker, or anyone else connected to our services..

What happens after you make a complaint

  1. We'll acknowledge it within 2 business days, so you know it's been received and who's looking into it.

  2. We'll investigate it fairly. Everyone involved gets a genuine opportunity to share their side of what happened.

  3. We'll keep you updated, at least every 10 business days if your complaint takes longer to resolve.

  4. We aim to resolve complaints within 28 days. If it's going to take longer, we'll tell you why and give you a new timeframe.

  5. We'll let you know the outcome, and what we're doing about it.

Need support to make a complaint?

We want everyone to be able to raise a concern in a way that works for them. This can include:

  • Support from an independent advocate

  • An interpreter

  • Easy Read or plain-language information

  • Visual supports or alternative communication methods (including AAC)

Just let us know what would help, and we'll do our best to make it possible.