Feedback, compliments and complaints
Share feedback, a compliment or a complaint with HelpAlong.
Raising a concern will not reduce or change the support you receive.
You can submit without giving your name or contact details.
A family member, advocate, interpreter or trusted person can help you.
Choose the right pathway
You do not need to use formal words. Tell us what went well, what could be better or what did not feel right.
A positive experience
Tell us about a worker, team or part of your support that made a positive difference.
Share a complimentAn idea or suggestion
Suggest a practical improvement or tell us about your experience.
Share feedbackA concern or complaint
Tell us when something was not right, including a concern about quality, safety, conduct or how an earlier complaint was handled.
Make a complaintYour rights and our commitment
You can complain yourself or ask someone to complain on your behalf. We will handle information respectfully and only share it where needed to respond, keep someone safe or meet the law.
You can complain anonymously or give only the details you are comfortable sharing.
You can involve an advocate, interpreter, nominee, family member or trusted person.
You can contact the NDIS Commission directly and do not need to complain to us first.
Speaking up will not be used to disadvantage you or reduce the quality of your support.
Your feedback helps us improve. You can share a compliment, suggestion, concern or complaint, including anonymously.
We aim to manage feedback fairly, respectfully and confidentially. Raising a concern will not affect your access to support.
You may also contact the NDIS Quality and Safeguards Commission or ask a family member, advocate or support person to assist you.
What happens next
We adjust the response to the seriousness, urgency and complexity of what you tell us.
We receive the matter, respect your communication preferences and record the information securely.
We consider immediate risk, privacy, consent and whether safeguarding or incident action is needed.
We consider the available information, give relevant people a fair opportunity to respond and keep you updated where possible.
We explain the response, any action or improvement and the options available if you remain dissatisfied.
We will acknowledge your complaint as soon as practicable. If we have your contact details, we will explain the next steps and keep you informed. Complex matters may take longer to review properly.
Use the secure form, call or email us, or speak with a HelpAlong worker or manager. You can ask for information in another format.
In person or by post: 14/104 Gympie Road, Strathpine QLD 4500
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