Feedback and Complaints

We want to hear from you.

Good feedback helps us improve. Concerns and complaints help us fix problems quickly. We take both seriously and will never treat you differently for raising an issue.

Your right to complain: Every participant has the right to raise concerns or make a complaint without fear of negative consequences. If you are not satisfied with our response, you can escalate to the NDIS Quality and Safeguards Commission on 1800 035 544 or the OAIC for privacy concerns on 1300 363 992.

How to Give Feedback

We welcome all feedback: positive, constructive and critical. Feedback helps us understand what's working and where we can do better. You can share feedback at any time by:

How to Make a Complaint

If something has gone wrong, or you are not satisfied with how a support was delivered, we want to know about it as soon as possible. Complaints can be made verbally or in writing.

Step 1: Contact Us Directly

In most cases, the fastest resolution comes from speaking with us directly. Contact a Director:

We will acknowledge your complaint within 2 business days and aim to resolve most concerns within 10 business days. If the matter is more complex, we will keep you informed of progress.

Step 2: If You Are Not Satisfied

If you are not satisfied with our response, or if you would prefer to raise your concern with an independent body, you have several options.

External Escalation Pathways

NDIS Quality and Safeguards Commission
The NDIS Commission handles complaints about NDIS providers. You can contact them at any time, you do not need to raise the issue with us first.
  • Phone: 1800 035 544 (free call, Monday to Friday 9am to 5pm)
  • Online: ndiscommission.gov.au/participants/complaints
  • Post: NDIS Quality and Safeguards Commission, PO Box 210, Penrith NSW 2750
Office of the Australian Information Commissioner (OAIC)
For complaints about how your personal information has been handled.
  • Phone: 1300 363 992
  • Online: www.oaic.gov.au
  • Post: GPO Box 5218, Sydney NSW 2001
NSW Ombudsman
For concerns about the conduct of a disability service provider in NSW.
  • Phone: 02 9286 1000
  • Online: www.ombo.nsw.gov.au

Advocacy Support

You have the right to have a support person, family member, carer or advocate present at any stage of the complaints process. If you would like independent advocacy support, you can contact the National Disability Advocacy Program (NDAP) or Disability Advocacy NSW:

  • Disability Advocacy NSW: 02 9370 3100 or disabilityadvocacynsw.org.au
  • NDIS Quality and Safeguards Commission: can help connect you with a local advocacy service

No Adverse Consequences

Making a complaint or raising a concern will never affect the quality or availability of your supports. We do not change how we deliver services based on a person raising an issue with us. If you feel this has happened, please let us know immediately or contact the NDIS Quality and Safeguards Commission.

Our Commitment

We take every piece of feedback and every complaint seriously. We use complaints to identify where we can do better and we share learnings with our team. Your voice helps us build a better service for every participant.