If something is not right, we want to know.
Raising a concern or sharing feedback will never affect the supports you receive. We view every complaint as an opportunity to improve our services and ensure you feel completely safe, heard, and respected.
How to Share Feedback or Raise a Concern
You can reach out to us using whichever method feels most comfortable for you:
- Talk to Your Team: Raise your concern directly with your support worker or Support Coordinator.
- Call Us: Ring [phone] during business hours to speak directly with our team.
- Email Us: Send an email outlining your feedback or concern to [feedback email].
- Online Form: Complete our online feedback and complaints form—you can choose to submit this form anonymously if you prefer.
What Happens When You Submit a Complaint
We handle all feedback seriously, confidentially, and promptly following a clear resolution process:
- Acknowledgment: We acknowledge every complaint within two business days of receiving it.
- Investigation: Our management team reviews the details, speaks with relevant staff, and investigates the issue thoroughly.
- Resolution & Action: We communicate the outcome directly to you, explaining clearly what steps and changes we are making to fix the issue and prevent it from happening again.
Escalating Beyond Our Organization
You have the right to contact an independent oversight body at any point. You do not need to raise your concern with us first before contacting the NDIS Commission.
