SUPPORT POLICY

At Starlite Support Services, we are dedicated to providing high-quality support to our clients, participants, and their families in line with the National Disability Insurance Scheme (NDIS) requirements. This Support Policy outlines how we offer assistance, respond to inquiries, and manage our support services to ensure a positive experience for all users.

1. SCOPE OF SUPPORT

We provide comprehensive support services to NDIS participants, as well as individuals seeking disability care, in the following areas:

• Personal Care: Assistance with daily activities, including bathing, dressing, and hygiene.
• Household Tasks: Help with household maintenance and chores, including cleaning and meal preparation.
• Community Participation: Support in accessing and engaging in community, social, and recreational activities.
• Transport Assistance: Assistance with travel to medical appointments, social outings, or community events.
• Supported Independent Living (SIL): Assistance with living independently in supported accommodations.

If you have any questions regarding our services, feel free to reach out through the provided contact details.

2. HOW TO REQUEST SUPPORT

You can request support by contacting us directly through any of the following methods:

• Phone: Call us at [Insert Phone Number] during business hours for immediate assistance.
• Email: Send your inquiries to [Insert Email Address] and expect a response within 1-2 business days.
• Website Contact Form: Use the contact form on our website to request information or support, and our team will respond as soon as possible.

3. SERVICE RESPONSE TIMES

Our commitment is to respond to all support requests promptly:

• General Inquiries: Response within 1-2 business days for inquiries submitted via email or the website.
• Urgent Assistance: For emergency or time-sensitive support needs, please contact us by phone for immediate assistance.

We aim to resolve most support requests within 3-5 business days, depending on the complexity of the issue and the specific support required.

4. SERVICE DELIVERY

All support services will be provided according to the service agreement established between Starlite Support Services and the NDIS participant. This includes the agreed-upon hours, support categories, and conditions as specified in the participant’s NDIS plan.

Our support team works closely with participants to ensure that all services align with their goals, needs, and preferences.

5. FEEDBACK AND COMPLAINTS

We value feedback from our clients and participants as it helps us improve our services. If you are not satisfied with the support provided or would like to share your experience, you can:

• Submit Feedback: Through our website’s feedback form or by emailing us at [Insert Email].
• File a Complaint: If you wish to raise a formal complaint, contact us via phone or email, and we will address your concerns in a timely and professional manner.

All feedback and complaints will be treated confidentially and with respect, and we will aim to resolve any issues promptly.

6. SUPPORT HOURS

Our regular support hours are:

• Monday to Friday: [Insert Hours of Operation]
• Saturday and Sunday: [Insert Hours of Operation]
• After-Hours Support: For urgent matters outside of regular hours, please call [Insert Emergency Phone Number].

7. CHANGES TO THIS POLICY

We reserve the right to update this Support Policy as necessary to reflect changes in our services or operational processes. Any updates will be posted on our website, and we encourage participants to review the policy periodically.

8. CONTACT US

For any support-related inquiries, feedback, or assistance, please contact us:

Starlite Support Services