Logo
Complaints & Feedback
We value your feedback—it helps us improve. You can provide feedback or make a complaint at any time. You will not be disadvantaged for doing so.
How to provide feedback or make a complaint
Online: hello@yourtherapyplace.com.au
Phone: 0481 997 987
In person or in writing: 141 East Street, Rockhampton City, QLD, 4700
Anonymous: You may remain anonymous; we will still review your complaint where possible.
Accessibility: We can arrange interpreters, Easy Read, and a support person of your choice.
What happens next
Acknowledgement — we aim to acknowledge within 1 business day.
Assessment — we confirm the issues and your desired outcome.
Resolution — straightforward matters within 10 business days; complex matters up to 30 days. We’ll keep you updated at least weekly.
Outcome — we explain the outcome and reasons in plain language. You can request a review if you’re not satisfied.
Serious incidents
If your complaint involves harm or risk, we will act immediately to keep people safe and manage the incident under our incident management system. We will make any required notifications to the NDIS Commission.
Your rights—external options
You can contact the NDIS Quality and Safeguards Commission at any time: 1800 035 544 (TTY 133 677), ndiscommission.gov.au.
For privacy complaints, contact the Office of the Australian Information Commissioner: oaic.gov.au.
How we manage complaints
Fair, confidential handling with no reprisal.
Information shared only on a need-to-know basis; de-identified where possible.
Complaints, actions and outcomes recorded to improve services.
Trends reviewed and improvements reported to leadership.
Help to make a complaint
We can provide an advocate, interpreter, culturally safe supports, or assistive technology—tell us what you need.