Donate here

Compliments and Complaints

We aim to foster a culture where feedback and complaints are welcomed, respected, and managed with care.

We have a formal Complaints Management Policy and an associated procedure designed to ensure the process is simple, accessible, fair, and responsive. We also do our best to ensure individuals feel safe and supported when raising concerns.

How to Provide Feedback or Make a Complaint

Complaints, Compliments or feedback can be submitted in several ways:

  • Online Form: Feedback and Complaints Form (https://forms.office.com/r/wiZ5NkLU86)
  • Hard Copy: Our “Compliments and Complaints” form is available from reception or in our Member Handbook.
  • Email, Phone or In Person:
    • Phone: (07) 4632 4688
    • Email or speak directly with a staff member, the CEO, the Board, or (for NDIS-related matters) the NDIS Quality and Safeguards Commission.
  • Postal Address:
    PO Box 3027, Toowoomba QLD 4350
    (Please mark it to the attention of the CEO or relevant team.)

Our Commitments

Momentum’s process is designed to:

  • Be simple and easy to navigate
  • Encourage and support people to speak up
  • Provide fair and prompt investigation and resolution
  • Offer clear communication throughout the process
  • Protect individuals’ privacy and dignity
  • Meet all legislative and best practice standards

What Happens After a Complaint is Made?

  1. Acknowledgement:
    We aim to acknowledge complaints by the next business day and follow up with a phone call within two business days.
  2. Assessment & Action:
    We take immediate action where there is risk of harm, and all complaints are registered and assessed fairly.
  3. Resolution:
    Most matters are resolved within 21 business days. If more time is needed, we’ll keep the complainant informed.
  4. Outcome Communication:
    Complainants will be informed of the result (upheld, resolved, or no further action), reasons behind the decision, and any next steps or actions being taken—including apologies where appropriate.
  5. Right to Review:
    If a person is not satisfied with the outcome, they may request an external review by bodies such as a Disability Advocate, the Dispute Resolution Centre, or the NDIS Quality and Safeguards Commission (for NDIS participants).

Our Compliments and Complaints Register is reviewed monthly by our Board as a standing item to ensure oversight and continuous improvement. It is maintained confidentially by the CEO.

Please let me know if you’d like a copy of our full policy or any support materials to share further. We’re more than happy to assist.