Feedback, Compliments & Complaints
We value your feedback—it helps us improve. You can provide feedback or make a complaint anytime. It is safe, and you will not be disadvantaged for doing so.
How to provide feedback or make a complaint:
Online: Click here
Phone: 1800 987 522
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 an interpreter, Easy Read, or advocacy service. You can also use 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, abuse, neglect or an immediate risk to safety, we will act promptly to protect the people involved and manage the matter through our incident management system.
Where required, we will also report the incident to the appropriate authority or regulatory body. This may include the NDIS Quality and Safeguards Commission, Queensland Child Safety, AHPRA, Queensland Police, or another relevant authority, depending on the circumstances.
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 for continuous improvement.
Reviewed regularly by leadership.
Help to make a complaint
We can provide an advocate, interpreter, culturally safe supports, or assistive technology— just let us know what you need.