Complaints & Feedback Policy

Last Updated: 01/03/2026

1. Our Commitment

At Medinex Pty Ltd, we are dedicated to providing a high-quality SaaS platform for the NDIS community. We value your feedback and see complaints as an opportunity to improve our software and services. We commit to resolving any issues in a fair, transparent, and timely manner.

2. How to Make a Complaint

If you are experiencing technical issues, billing disputes, or are unhappy with our service, you can lodge a complaint through the following channels:

• Email: support@medinex.com.au (Subject: Complaint)
• Online Form: Via the Contact Us page on our dashboard.
• Mail: Complaints Officer, Medinex Pty Ltd, Unit 2, 118 Cross Road, Malvern, SA 5061

3. Our Process

Once we receive your complaint, we follow a structured 3-step process:

• Acknowledgment: We will confirm receipt of your complaint within 2 business days.
• Investigation: Our team will review the issue. If the complaint involves a technical bug or data error, our developers will prioritize its assessment.
• Resolution: We aim to provide a formal response and resolution within 10 business days.

4. NDIS Participant Safeguards

If you are an NDIS provider using Medinex and a complaint involves the safety or wellbeing of a participant related to our software’s function, please mark the email as "URGENT: NDIS COMPLIANCE". These cases receive immediate priority.

5. External Escalation

We hope to resolve all matters internally. However, if you are not satisfied with our resolution, you may escalate the matter to:

• The NDIS Quality and Safeguards Commission.
• Consumer and Business Services (CBS) South Australia.