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Share your feedback

We’re Here to Listen 

Your feedback helps us understand what we’re doing well and where we can improve, so we can continue to provide the highest quality care and support. If you’ve had an experience you’d like to share, we encourage you to let us know. Your feedback matters to us, and we welcome the opportunity to listen, learn, and continually improve.

Please complete our Feedback Form for all:

  • Compliments: We love hearing when we’ve done a great job. Positive feedback is shared with our team to celebrate and reinforce excellent care.
  • Suggestions: If you have ideas on how we can improve, we welcome your input and will carefully consider your suggestions.
  • Concerns or Complaints: We take all concerns seriously. If you are unhappy with any part of your experience, please let us know. We will acknowledge your feedback and aim to resolve any issues promptly, respectfully, and fairly.

How We Handle Your Feedback

All feedback is handled in accordance with our privacy policy.

Response times

We aim to respond as quickly as possible and appreciate you providing as much relevant detail as you can when submitting our Feedback Form.

If you include your contact details, we will respond within 24 hours for complaints, and within three business days for general feedback or suggestions.

Privacy and Confidentiality

Your privacy and confidentiality are always respected and protected. You’re welcome to provide feedback anonymously. In some cases, if your feedback involves more complex issues, we may need to consult with the relevant team member or department before responding.

Request confidentiality

Please be assured that the information you provide through our feedback form is handled in accordance with our privacy policy. If your feedback is sensitive, you can choose to have it sent to our CEO only. To do this, please tick the relevant box on the form.

Fair Treatment

If you choose to include your name, rest assured it will not affect how your feedback is received or how you are treated.

Further Assistance

We’re always happy to help. Please get in touch if:

  • You need help sharing your feedback. For example, if you’d like an interpreter or someone to speak on your behalf.
  • You’d like us to send you a printed feedback form.
  • You’re not satisfied with how your feedback has been handled and would like to talk further.
We encourage participants, families, carers and other people accessing our services to provide feedback or raise any concerns or complaints directly with us. We are committed to listening to your concerns and working with you to achieve a fair and appropriate outcome.
 
If you are not comfortable raising your concern with us, are not satisfied with how we have responded to your complaint, or would prefer to make a complaint directly to an independent body, you can contact the NDIS Quality and Safeguards Commission.
 
The NDIS Commission can receive complaints about the quality and safety of NDIS supports and services.
 
You can contact the NDIS Commission:
 
You have the right to raise a complaint with the NDIS Commission at any time. You can also have an advocate, support person or representative assist you with making a complaint.
 
We support your right to provide feedback or make a complaint without fear of losing your services or experiencing unfair treatment.