Complaints & Feedback
Last updated
Light & Sol welcomes feedback and takes concerns seriously. We aim to provide a clear, respectful and accessible process for raising feedback or making a complaint about our services.
1. Providing Feedback
We welcome feedback about your experience with Light & Sol, including what worked well and where you believe we could improve.
Feedback helps us review our services, communication and processes and identify opportunities to do better.
2. Making a Complaint
You can make a complaint if you are unhappy with any part of your experience with Light & Sol.
This may relate to:
The quality or delivery of a service.
Communication with our team.
Professional conduct or behaviour.
Privacy or confidentiality concerns.
Administrative or service processes.
Any other concern relating to your experience with Light & Sol.
You do not need to use formal language when raising a concern. Please provide enough information for us to understand what happened and how you would like the matter to be addressed.
3. What Happens After You Contact Us
We aim to respond to complaints and concerns respectfully and in a timely manner.
Depending on the nature of the issue, we may:
Contact you to clarify the concern.
Review relevant information or records.
Discuss the matter with relevant team members.
Explain any action we can take.
Provide an outcome or next steps.
Where possible, we will keep you informed throughout the process.
4. Your Privacy
Information provided as part of feedback or a complaint will be handled with care and only shared where reasonably necessary to review or respond to the matter.
For more information about how we handle personal information, please refer to our Privacy Policy.
5. Raising Concerns Safely
Providing feedback or making a complaint will not affect your right to receive respectful and appropriate service.
We encourage concerns to be raised as early as possible so they can be understood and addressed.
6. External Complaints
If your concern relates to an NDIS-funded service and you are not satisfied with the way it has been addressed, you may also have the option to contact the relevant external complaints or regulatory body.
Light & Sol can provide further information about external complaint pathways where appropriate.
7. Contact Us
To provide feedback or raise a complaint, please contact Light & Sol.
Email: info@lightandsol.com.au
