Complaints and Incidents

Report an Incident

An incident is any unplanned event resulting in, or with the potential for, injury, damage or other loss. This includes a near miss.

Cornerstone will follow the process outlined in our Incident Management Process which can be found on our Policies and Resources page

Make a Complaint

You can make a complaint to Cornerstone about any part of our service. You can complain for yourself or for someone else. You can do it in writing, by phone, in person, or online using our Complaints and Incidents Form. You can also complain anonymously. We’ll look into every complaint as far as we can.

You’ll get support to make a complaint if you need it. We can organise an interpreter or help you access an advocate. Independent advocacy services are also available, such as Rent Right SA and Advocacy for Disability Access and Inclusion.

What happens next

We’ll contact you within two business days to confirm your complaint, talk through the issues, and explain the process. We aim to resolve complaints within 30 business days and will keep you updated. If more time is needed, we’ll agree on a new timeframe with you.

If you’re not satisfied

If your complaint isn’t resolved, it goes to the CEO for review. If you’re still unhappy with the outcome, you can take the matter to SACAT or the Office of the Housing Regulation.

For NDIS clients, if we haven’t addressed your complaint to your satisfaction, you can contact the NDIS Commission by:

Calling 1800 035 544
Completing their online form
Using the National Relay Service for 1800 035 544

For copies of our policies, visit the Policies & Resources page