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Feedback and Complaints

FOCUS Connect

Feedback, Compliments and Complaints

FOCUS Connect has a continuous improvement process and we welcome feedback, complaints and suggestions. If you have any feedback, suggestion, compliment or a complaint, we want to know.

Your Feedback Matters

Enhancing Service Excellence

FOCUS Connect is dedicated to providing a superior standard of service to customers, referred to as clients, consumers, and participants. We embrace diversity, aiming to deliver informative, helpful interactions with due care and diligence, regardless of age, gender, sexuality, ethnic or cultural background, religion, disability, or socio-economic status. Your feedback is invaluable in our continuous efforts to improve and excel in service delivery.

Convenient Feedback Channels

How To Provide Feedback

To provide feedback you can:

Face-to-face: Contact us in person at 3 Chamberlain Street, Campbelltown

Email: Send us an email at info@focusconnect.org.au

Phone: Call us on 4627 1188

Letter: FOCUS Connect, PO Box 525, Campbelltown NSW 2560

Feedback form: Request a feedback brochure or download the feedback brochure found here to hand to a FOCUS Connect staff member.

Online Feedback Form: Or click here and complete an online feedback form. 

Making A Complaint

How To Make A Complaint

Focus Connect is committed to providing the best possible service but we know things don’t always go the way they should. When this happens we want you to tell us. 


You can make a complaint yourself or your partner, family member, friend, carer or anyone else you chose can make and manage a complaint on your behalf. Anyone can make a complaint at any time, even if you are no longer a FOCUS Connect participant. 


If you require an interpreter to lodge a complaint, please contact the Translating and Interpreting Service (TIS National) on 1800 131 450.

Navigating Complaints

Your Journey with FOCUS Connect

It’s okay to make a complaint. We view all feedback, including complaints, as a positive opportunity to improve the quality of our services and the way we do things.

Timely and Transparent Resolution

Upon receiving your complaint, we commit to contacting you within 5 days. Although the investigation may take time, we strive to resolve it within 25 days, keeping you informed throughout the process. Once concluded, you'll receive our findings, allowing you an opportunity to comment and provide feedback.

Positive Approach to Complaints

Making a complaint is welcomed as an opportunity for improvement. We handle complaints ethically, transparently, and in a timely manner, ensuring no repercussions or disadvantages. Your access to our services remains unaffected.

Confidentiality and Privacy

All complaints are treated confidentially. Only essential individuals are involved in finding a resolution and all information shared with FOCUS Connect is managed according to our Privacy Policy.


Reviewing Decisions

If dissatisfied with our handling or the outcome, you have the option to request a review, ensuring your concerns are thoroughly addressed. You are also able to contact any of the agencies listed below or on the attached making a complaint brochure, or the It's okay to complain flyer.

Seeking Clarity and Resolution 

Beyond FOCUS Connect

In instances where concerns persist or you seek clarification beyond our discussions, there are external bodies available for reference and resolution.

If you wish to make a complaint about your NDIS plans or the NDIA, phone 1800 800 110 or complete the online complaints form: https://ndis.gov.au/contact/feedback-and-complaints/contact-and-feedback-form


If you have a concern about your Aged Care Services Phone 1800 951 822 or complete the online complaints form: https://www.agedcarequality.gov.au/contact-us/complaints-concerns/make-complaint


You can also contact the following organisations:


NDIS Quality and Safeguards Commission 

Phone: 1800 035 544 TTY: 133 677 

Web: www.ndiscommission.gov.au 


Australian Human Rights Commission 

Phone: 1300 656 419 TTY: 1800 620 241 

Email: complaints@humanrights.gov.au 

Web: www.humanrights.gov.au


Commonwealth Ombudsman

Phone: 1300 362 072 

Email: ombudsman@ombudsman.gov.au 

Web: www.ombudsman.gov.au


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