Serenity Mode is committed to providing our clients/ participants with high quality service and acknowledges that it is in each person’s best interest to resolve any issues quickly, carefully and in confidence. We encourage a culture of open communication which is both responsive and accountable in relation to any grievance or complaint. It is the client/ participant’s right to expect a high standard of work from our staff and to feel comfortable with them in their home. If there is any aspect of the service that client/ participant is not happy about, Serenity Mode welcomes the opportunity to work with the client/ participant, their carer or advocate to address any issues of concern. it is important to receive the concern or complaint professionally, ensuring that the issue is recorded, that all the information is taken, the name of the person relaying the issue, and the date are all recorded and verified.
Please address all complaints in writing using the Making a Complaint form to [email protected]
The Manager of Serenity Mode will investigate the complaint we will treat all complaints discreetly, fairly quickly and confidentiality (2 business days).
If the matter is not resolved clients can contact relevant agencies to resolve the issue.
Disability related: NDIS Quality and Safeguards Commission
Assistant Director Quality Assurance
PO Box 210
Penrith, NSW - 2750
1800 035 544
Free call 1800 951 822 (Note: mobile phone users may incur charges)
between 9am and 5pm weekdays, or leave a phone message.