Feedback & Complaints Resolution
You have the right to speak up at any time. Your feedback helps us grow, and raising a concern will never negatively impact your support.
Our Guarantee to You
Speaking up is always welcome. We treat all feedback with absolute confidentiality, dignity, and prompt attention. You can involve family members, a friend, or an independent advocate at every stage.
Our 4-Step Resolution Process
Often, issues can be resolved quickly by speaking directly with your regular support worker or our roster coordinator.
If you prefer not to speak with your worker, or the matter remains unresolved, submit your feedback formally via phone, email, or our form. Our Quality & Safeguards Manager will acknowledge your concern within 24 hours and investigate thoroughly.
Within 7 business days, we will discuss the outcome with you and agree on concrete remedies (such as a worker re-match, roster adjustment, or policy update).
If you remain dissatisfied with our internal resolution, you have the right to contact the independent NDIS Quality and Safeguards Commission at any time.
Independent NDIS Commission Contact Details
The Commission handles complaints about the quality and safety of all NDIS supports across Australia:
- Freecall: 1800 035 544 (Monday to Friday, 9am – 5pm)
- Online Complaint Form: ndiscommission.gov.au
- National Relay Service: Call 133 677 then ask for 1800 035 544
Submit Confidential Feedback Online
You can also use this secure form to send compliments, suggestions, or concerns directly to our Quality Lead: