Complaints & Feedback

Telling us when something is wrong is safe, welcome and taken seriously. You will never be treated differently for making a complaint.

How to tell us

You can raise a concern in whatever way is easiest for you — in person with any staff member, by phone, or in writing. You can ask a family member, friend, advocate or interpreter to speak for you, and you can make a complaint anonymously if you prefer.

What happens next

1. 01

   We acknowledge it

   Within 14 business days we will confirm we have received your complaint and explain what we will do.

2. 02

   We look into it

   A senior staff member reviews what happened, speaks with the people involved, and keeps you informed as it progresses. You can bring a support person or advocate at any stage.

3. 03

   We respond and act

   We aim to resolve complaints within 14 business days, tell you the outcome and the reasons for it, and change how we work where we need to.

4. 04

   If you are not satisfied

   You can ask us to review the outcome, or take your complaint to an external body at any time — you do not have to come to us first.

External support

You can contact any of these organisations directly, and at any time:

• NDIS Quality and Safeguards Commission1800 035 544 · ndiscommission.gov.au
• Health and Disability Services Complaints Office (WA)1800 813 583 · hadsco.wa.gov.au
• National Disability Advocacy Finderaskizzy.org.au/disability-advocacy-finder
• EmergencyIf someone is in immediate danger, call 000.

Prefer to talk it through first?