Complaints & Feedback
We welcome your feedback. It helps us improve our services and ensure we meet the high standards you deserve.
Your rights are protected
You will never be disadvantaged or penalised for making a complaint. Your services will continue as normal throughout the process. You may also have an advocate, family member, or friend support you in making a complaint.
What You Can Raise
You can provide feedback or make a complaint about any aspect of our services, including:
- The quality or timeliness of support you receive
- The behaviour or conduct of our staff
- Communication or responsiveness concerns
- Billing, invoicing, or NDIS claiming issues
- Privacy or confidentiality concerns
- Safety concerns or incidents
- Any other matter related to our services
How to Make a Complaint
You can contact us in whichever way is most comfortable for you:
In Writing
Ask your support worker or our office for a Complaints Form
In Person
Speak directly with your support worker or our management team
What Happens Next
Acknowledgement
We will acknowledge your complaint within 2 business days and let you know who is handling it.
Investigation
We will investigate the matter fairly, thoroughly, and confidentially. We may contact you to ask for more information or to discuss the issue.
Resolution
We aim to resolve complaints within 20 business days. We will explain what we found and what action we are taking. If we need more time, we will let you know.
Follow-Up
After resolution, we may follow up to ensure you are satisfied and that our improvements are working.
External Complaints
If you are not satisfied with our response, or if you prefer to raise your concerns with an independent body, you can contact:
NDIS Quality and Safeguards Commission
The independent body that oversees NDIS services across Australia, including both registered and unregistered providers.
Phone: 1800 035 544 (free call)
TTY: 133 677 (then ask for 1800 035 544)
Interpreters: 131 450 (TIS National)
Website: www.ndiscommission.gov.au
Disability Advocacy Services
You have the right to use an advocate at any time. Free advocacy services include:
NSW: People with Disability Australia — 1800 422 015
QLD: Queensland Advocacy for Inclusion — 1300 130 582
National: Disability Advocacy Network Australia — www.dana.org.au
Positive Feedback
We also love hearing what is going well! If a support worker or team member has made a positive difference in your life, please let us know — we make sure your kind words reach them. You can share positive feedback using any of the contact methods above.