Complaints and Feedback
Your voice matters. At Safe & Sound Disability, we genuinely value feedback that it helps us improve our services, listen more carefully, and make sure every participant feels heard, safe, and well supported.
Whether you want to share a compliment, raise a concern, or make a formal complaint, we encourage you to reach out. No issue is too small. We treat every piece of feedback as an opportunity to do better.
How to Provide Feedback or Make a Complaint
You can share feedback or make a complaint at any time using any of the following contact methods. You are also welcome to have a family member, advocate, carer, or support person help you through this process.
Call Us:
Mon–Fri, 9:00AM – 5:00PM
Email Us:
We respond within 1 business day
Online Form:
Submit via our Website
Available 24/7
You can get help making a complaint
You do not have to make a complaint on your own. A family member, friend, advocate, carer, or support person can help you at any stage of the process.
Step by Step
Our Complaint Process
When we receive a complaint, here is exactly what happens:
We acknowledge your complaint promptly
You will receive a prompt acknowledgement so you know your complaint has been received and is being taken seriously.
We listen carefully and treat you with respect
Our team will take the time to fully understand your concern. You will always be treated with dignity, respect, and without judgment — regardless of what you are raising.
We investigate fairly and confidentially
We conduct a thorough and impartial investigation into your complaint. All information is treated as strictly confidential throughout the process.
We keep you informed throughout
You will receive regular updates on the progress of your complaint. We won't leave you wondering what is happening — clear communication is part of our commitment to you.
We work toward a timely and fair resolution
Our goal is to resolve complaints as quickly as possible, in a way that is fair to everyone involved and results in a genuinely satisfactory outcome.
We use your feedback to improve our services
Every complaint is reviewed as a learning opportunity. We use what we hear to improve our policies, processes, and the quality of support we deliver to all participants.
Making a complaint will never affect your support
We want to be clear: raising a concern or making a complaint will have absolutely no negative impact on the supports or services you receive from Safe & Sound Disability. We actively encourage feedback that it makes us more better.
Not Satisfied with Our Response? Contact the NDIS Commission
If you have raised a complaint with us and you are not satisfied with how it was handled, you have the right to escalate your concern to the NDIS Quality and Safeguards Commission — the independent government body responsible for NDIS provider oversight across Australia.
NDIS Quality and Safeguards Commission
The Commission handles complaints about NDIS providers and workers. They are independent, confidential, and free to contact. You do not need to have gone through us first.
