Complaints & Feedback Pathways

You have the right to safe, respectful services. Here’s how to give feedback, resolve issues, and escalate when needed.

Recommended Pathway

Speak with the provider: ask for their complaints process in writing and set a response timeframe.
Put it in writing: email what happened, dates, people involved, and the outcome you want.
Escalate internally: request review by a manager or director if you’re not satisfied.
External pathways: if unresolved or serious:
- NDIS Quality and Safeguards Commission: complaints about NDIS providers/services.
- Advocacy services: help to write or lodge complaints.
- Police/health services: for immediate safety risks or criminal matters.

Keep copies of emails, reports, and screenshots. Note dates/times of calls.

What to Include

What happened (brief facts), dates, names
Impact on you (safety, wellbeing, access)
What you’ve tried so far
Outcome you’re seeking and timeframe

Serious Incidents

If it involves violence, abuse, neglect, or exploitation, seek immediate help. Providers must follow incident management and reportable incident rules.

Helpful Contacts

Your Provider: ask for their Complaints Policy and contact email.
NDIS Quality and Safeguards Commission: lodge a complaint about an NDIS provider or worker.
State/Territory Advocacy Services: assistance to write/submit your complaint.
Ombudsman / Health & Community Services: if the issue relates to government services.
Police / Emergency: call 000 if life or safety is at risk.

Template: Complaint Email

Subject: Complaint regarding services - Participant Name

Dear Provider,

I am writing to lodge a complaint regarding brief summary. This occurred on date(s) and involved names/roles. The impact was brief impact statement.

I am seeking the following outcome(s): dot points. Please confirm receipt and provide a response by date.

Kind regards,
Your Name

FAQs

It shouldn’t. Providers must not retaliate. If you feel unsafe, seek advocacy or escalate externally.

Yes. Check your service agreement notice period and arrange a handover of notes where appropriate.

Last updated: 28 October 2025