Your feedback helps us to improve, so that you will feel safer, happier and get more out of our services.

We will often ask you for feedback. You can also comment or complain at any time. You can use this brochure, or phone us, or ask our staff to help. They will make sure the right people get your message. Your complaint will be kept private.

When you tell us what you like or don’t like, we will listen. And we will try to change things if we can.

You will always receive a reply as quickly as possible.

Compliments and complaints

To give you better and better services, we need your feedback.

Feedback can be compliments, comments or complaints.

We love to hear compliments. That means we are getting it right. If you are happy, we are happy!

If you are not happy, tell us. It’s OK to complain. We won’t be angry. So don’t be shy. We need to know how you feel. Help us to do better!

We will always listen and reply to complaints, as quickly as possible.

You can complain anonymously. If you don’t leave your name, we can’t reply to your complaint. But we will still try to make things better.

It’s OK to complain!

Get help to complain
– from our workers
– from your family or friends
– from an advocate
– from the NDIS Commission

You don’t have to talk with us.

If you have a serious complaint, you can tell the NDIS Commission.

What if I’m involved in an incident?

Your safety is very important to us.

We work hard to deliver safe services.

But sometimes accidents happen. Sometimes people make mistakes or treat other people badly. We call these things ‘incidents’.

You can help prevent incidents happening too. Act safely. Treat other people with respect.

And if you don’t feel safe, tell someone about it.

Feeling safe; being safe

NDIS providers must follow rules about keeping people safe.  We work hard to keep everyone safe. That means you, our workers and other people in the community.

We think about how accidents can happen and how to prevent them. This is called ‘risk management’.

We ask you questions, and think about the supports we provide, about the places where those supports happen, about the people who work with you and other people around you.

We want everyone to be safe, and to feel safe. If you feel unsafe, you can tell us. We promise to listen.

If something goes wrong

Our staff know what to do if there is problem or accident.

We follow NDIS rules if an incident happens.
1. We must tell the NDIS Commission
2. We must investigate the incident
3. We must do something so that the incident doesn’t happen again
4. We must talk about all this with the person who was hurt.

We must follow these rules if someone gets hurt, if someone says they have been hurt, or if staff treat NDIS participants badly.

If you don’t feel safe to talk with our staff, then tell someone else. You can talk with your family and friends, or an advocate. You should complain to the NDIS Commission — they make the rules and help participants when people break the rules.

Making it right again

Everyone has the right to be treated fairly.

If you are involved in an incident, you have the right to know what went wrong and what is being done to make it right.

If you don’t get these answers, you have the right to complain.

We will always keep you informed. We want to treat you with respect.

If you are unhappy with our complaints process, you have the right to get help.

The NDIS Commission can help. An advocate can help too, by speaking for you.

Please get in touch to discuss this these policies further.