How to Make a Complaint

At Serenity Mode, we’re committed to providing high-quality, respectful, and professional care. If you’re not satisfied with any part of our service, we want to hear from you.

You, your carer, or your advocate can raise concerns at any time. We treat all complaints seriously and handle them with professionalism, fairness, and confidentiality.

How to Submit a Complaint

To make a complaint:

  • Email to: admin@serenitymode.com with subject line “Complaint”

We will confirm receipt and begin reviewing your concerns within 2 business days.

What Happens Next

Our Manager will:
  • Contact you or your representative, if needed.
  • Speak with staff involved and review any relevant information or documents.
  • Involve outside parties if necessary (e.g., witnesses or agencies).
  • Work with you to find a fair solution.
  • Provide a written summary of the complaint, its impact, and the resolution.
Even if a complaint is based on a misunderstanding, it will still be recorded, and you’ll receive a response.

Still Not Resolved?

If you’re not happy with the outcome, you can contact the NDIS Quality and Safeguards Commission:

NDIS Commission Contact Details
Email: contactcentre@ndiscommission.gov.au
Phone: 1800 035 544
Mail:
NDIS Commission
PO Box 210
Penrith, NSW 2750