Feedback, Compliments and Complaints

Compliments, complaints and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Community Therapy and is seen as an opportunity for improvement. 

We encourage feedback and comments on the services we provide, both positive and negative. Whether a compliment or complaint, your feedback will be treated with confidentiality and sensitivity.

Feedback, compliments and complaints can be lodged:

Complaints

We encourage anyone with a complaint to speak directly to a Community Therapy staff member in the first instance, who will attempt to resolve the issue immediately. If the matter cannot be resolved promptly, it will be escalated to Community Therapy’s Operations Managers.

You can use Community Therapy’s Feedback, Compliments and Complaints Form to formally lodge your grievance and a staff member can assist you to do this if you wish. 

Your complaint will be formally acknowledged within two working days and a staff member will keep you updated regarding its resolution. Community Therapy aims to respond to all complaints and grievances as quickly as possible, and within 28 days from acknowledgement. 

If a complaint or grievance cannot be responded to in full within 28 days of acknowledgement, you will be provided with an update, which will include when a full response can be expected. 

If you feel a complaint has not been sufficiently or appropriately addressed, you can seek further support from Community Therapy’s Operations Managers, or alternatively through any of the following agencies:

NDIS Quality and Safeguards Commission

At any time, people can make a complaint about NDIS service providers or the support they provide to the NDIS Commission.

Complaints to the NDIS Commission can be lodged:

  • online at www.ndiscommission.gov.au; and
  • by phone on: 1800 035 544

NSW Fair Trading

NDIS consumers purchasing products and services also have rights and protections under the Australian Consumer Law (ACL), including provisions on customer guarantees and unfair contract terms. Fair Trading NSW provides information and advice and, in some cases, dispute resolution services for customer disputes under the ACL. 

Complaints to NSW Fair Trading can be lodged:

  • online at www.fairtrading.nsw.gov.au/help-centre/online-tools/make-a-complaint; and
  • by phone on: 13 32 20

National Disability Insurance Agency

Complaints about the NDIA should be directed to the Agency itself or the Commonwealth Ombudsman.

Complaints to the NDIA can be lodged: 

  • by phone on 1800 800 110; and
  • by email to feedback@ndis.gov.au. 

Complaints to the Commonwealth Ombudsman about the NDIA can be lodged:

  • by phone on 1300 362 072
  • online at www.ombudsman.gov.au.