Feedback Statement

We want to get it right

Our goal is to give care and support that feels safe and affirming. If we’ve done something well, missed the mark, or could do better, we want to know.

You have the right to speak up

  • We value your voice and want to hear from you.

  • This policy shares how you can give us feedback, what will happen, and how to get help if you’re not happy.

  • Giving us feedback won’t cause problems with your support.

How to give feedback

You can give us feedback in the way that feels best for you.

  • Online: Use our Feedback Form

  • Email: Send a message to [email protected]

  • Phone: Leave us a message by calling 1300 585 198 or use the National Relay Service

  • In-Person: Chat to your Neuroqueer practitioner or support person

  • Through someone else: A family member, carer, advocate, or anyone you trust can raise a concern on your behalf

If you need help to give feedback (for example, writing it down or using the form), please let us know. We can help. You can also contact a disability advocacy organisation for free, independent support.

What happens next

If your feedback is an idea or compliment, we’ll share it with the right people and use it to make things better.

If your feedback is a complaint:

  1. We’ll contact you within 3 working days to let you know that we’ve got it.

  2. We’ll look into what happened.

  3. We’ll work to fix it within 20 working days. If it’s going to take more time, we’ll let you know.

  4. We’ll tell you what we found and what we did to fix it.

  5. We'll check in with you afterwards to make sure you're happy with the outcome.

Your privacy

Only the people who need to know will see your feedback.

You can send us feedback anonymously if you want to. If you do, we might not be able to contact you or fix any issues, but we’ll still listen and take it seriously.

Read more in our Privacy Policy.

If you’re not happy

If you have a complaint and feel like we haven’t fixed your issue, you can ask us to review it or how it was handled. You can also contact any of the following organisations directly — you don't need to go through us first.

  • NDIS Quality and Safeguards Commission: ndiscommission.gov.au (for NDIS-related complaints)

  • Australian Human Rights Commission — humanrights.gov.au

  • Office of the Australian Information Commissioner (OAIC) — oaic.gov.au (for privacy-related complaints)

Changes to this policy

We may update this policy from time to time to reflect changes in legislation, business practices, or services. Changes will be posted on our website with the "Last Updated" date.

If you have any questions about this policy, please contact us at [email protected].

This policy was last updated 16/05/2026.