Feedback & complaints
How to make a complaint
If you're unhappy with our care or service, we want to know. Anyone can make a complaint: a participant, client, family member, carer, advocate or another provider. Making a complaint will never affect the care you receive.
What happens after you complain
- 1
We acknowledge it
We confirm we've received your complaint and tell you who is looking after it.
- 2
We look into it
We review what happened, speak with the people involved and keep you updated. We'll talk with you about how long it's likely to take.
- 3
We respond
We explain what we found and what we'll do about it, in writing if you'd like.
- 4
We learn from it
Every complaint is recorded and reviewed so we can improve our care.
Your rights
- You can complain in any way that suits you: online, by phone, by email or in person with your nurse.
- You can have a family member, friend or advocate help you or speak for you.
- Your complaint is kept confidential and only shared with the people who need to resolve it.
- You won't be treated differently or lose services because you complained.
- You can take your complaint to an external body at any time. You don't have to complain to us first.
Help to make a complaint
- Interpreter: call the Translating and Interpreting Service on 131 450 and ask them to call us.
- Hearing or speech difficulty: use the National Relay Service.
- Free, independent disability advocacy: use the Disability Advocacy Finder.
If you're not satisfied, or prefer to go elsewhere
NDIS Quality and Safeguards Commission
For NDIS participants, about any NDIS provider, registered or not.
Queensland: Office of the Health Ombudsman
About health services or health practitioners in Queensland.
NSW: Health Care Complaints Commission
About health services or health practitioners in New South Wales.
If someone is in immediate danger, call 000.
Complaint form
Tell us as much as you can. If you'd rather not put it in writing, call us on 0401 723 087.