COMPLAINTS AND FEEDBACK
At Beyond the Horizon Cleaning, we believe that listening leads to better service.
Whether it’s a compliment, suggestion, or concern your feedback helps us improve and uphold the
highest standard of care.
■ We’re Listening
We take all complaints seriously, and we’re committed to resolving issues with respect, fairness,
and timeliness. Every client has the right to speak up without fear of judgment or negative
consequences.
■ How to Provide Feedback or Make a Complaint
You can share your feedback in the way that feels most comfortable to you:
• Email: info@beyondthehorizon.com.au
• Phone/SMS: 0380019551
• In writing: PO Box or address info@beyondthehorizon.com.au
You may provide your name, or choose to remain anonymous.
■ What Happens Next
Once we receive your complaint:
1. Acknowledgement – We’ll confirm we’ve received it within 1–2 business days.
2. Review – Your concern will be investigated confidentially and fairly.
3. Resolution – We aim to resolve most issues within 7 business days, keeping you informed at
each step.
4. Follow Up We’ll check in to ensure you feel heard and the matter is resolved to your satisfaction.
If your concern requires more time, we will keep you updated on the process.
■ Still Not Satisfied?
If you are not happy with the outcome, you may escalate your concern to an external body:
• NDIS Participants – Contact the NDIS Quality and Safeguards Commission
■ 1800 035 544 or visit www.ndiscommission.gov.au
• Home Care Package Clients – Contact the Aged Care Quality and Safety Commission
■ 1800 951 822 or visit www.agedcarequality.gov.au
■ Thank You
Your voice matters. Every piece of feedback big or small helps us grow into a better, safer, and
more responsive provider.
We appreciate your trust in us.