NDIS Registered Provider

Complaints &
Feedback

We value your feedback and take every concern seriously. If you're unhappy with any aspect of our NDIS physiotherapy services, we want to hear from you so we can make things right.

Email Your Feedback Call 08 8351 2270

Ways to Lodge a Complaint

You can reach us through any of the following methods. We aim to acknowledge every complaint as quickly as possible.

Email

Send your feedback directly to [email protected] and we'll respond to confirm we've received it.

Phone

Call us on 08 8351 2270 to discuss your concern directly with a member of our team.

In Writing

Post your complaint to our clinic at 146 Churchill Road, Prospect SA 5082, marked to the attention of our practice manager.

What Happens Next

Once we receive your complaint, here's how we work through it. Our goal is to resolve your concern fairly and promptly.

We Acknowledge

We'll contact you to confirm we've received your feedback and to make sure we fully understand your concern.

We Investigate

Your complaint is documented and stored securely. We look into the details thoroughly and speak with anyone involved.

We Share Our Plan

We'll let you know what we've found and explain the steps we're taking to resolve the issue, including any changes we're making.

We Follow Up

After resolving your complaint, we'll check back in to make sure you're satisfied with the outcome and nothing's been missed.

Our Commitment to You

We believe every piece of feedback is an opportunity to improve. Here's what you can expect when you raise a concern with us.

Respect & Dignity

Every complaint is handled with care and without judgement. You'll be treated with respect throughout the entire process.

Confidentiality

Your personal information and complaint details are kept confidential and stored securely in line with our privacy obligations.

Timely Response

We aim to acknowledge and begin investigating all complaints as quickly as possible so you aren't left waiting.

No Disadvantage

Making a complaint will never negatively affect the services you receive from us. Your care continues without interruption.

Transparency

We'll keep you informed at every stage — from acknowledging your complaint through to the final resolution and any actions taken.

Continuous Improvement

We use feedback to improve our services, policies and processes so the issues raised are less likely to happen again.

Your Rights

You Have the Right to Complain

As an NDIS participant, you have rights that protect you when providing feedback or making a complaint about your services.

Be heard — your concerns are taken seriously and actioned promptly
Be informed — you'll receive clear updates on the progress of your complaint
Be safe — making a complaint will not affect your current or future services
Be supported — you can have an advocate, family member or support coordinator assist you
Escalate if needed — you can take your complaint to the NDIS Quality and Safeguards Commission at any time

Need Support to Make a Complaint?

You're welcome to bring a support person, advocate, family member or support coordinator to help you through the process. We can also arrange an interpreter if needed.

If you'd prefer to speak with someone independent, the NDIS Quality and Safeguards Commission can help. Call 1800 035 544 (free call from landlines).

Not Satisfied? You Can Escalate

If you're not happy with how we've handled your complaint, or you'd prefer to speak with someone outside our practice, you can contact the NDIS Quality and Safeguards Commission directly.

Phone the Commission

Call 1800 035 544 (free call from landlines). TTY users can call 133 677 and ask to be connected. Interpreters can be arranged.

Online Complaint Form

You can also lodge a complaint through the NDIS Commission's website. The National Relay Service is available for people who need assistance.

Frequently Asked Questions

Common questions about our complaints process and your rights as an NDIS participant.

About the Process

What counts as a complaint?

A complaint can be about anything related to our services — including the quality of therapy, communication, scheduling, staff conduct, billing, or anything else you feel isn't right. We welcome all feedback, whether it's a formal complaint or a general suggestion for improvement.

How long does it take to resolve a complaint?

It depends on the complexity of the issue. Simple concerns may be resolved quickly, while more complex matters take longer to investigate properly. We'll keep you informed of the progress at each stage so you know what to expect.

What if I'm not happy with the outcome?

If you're not satisfied with how your complaint has been resolved, you have the right to escalate it to the NDIS Quality and Safeguards Commission. You can call them on 1800 035 544 (free call from landlines) or lodge a complaint through their website. You can contact them at any time — you don't need to come to us first.

Your Rights & Privacy

Will making a complaint affect my services?

Absolutely not. Making a complaint will never disadvantage you or change the quality of care you receive. Your services continue as normal throughout and after the complaints process. This is both our policy and your right under the NDIS.

Can someone else complain on my behalf?

Yes. A family member, carer, support coordinator, advocate or anyone you trust can submit a complaint on your behalf. Just let us know who is authorised to communicate with us about your concern and we'll work with them directly.

Is my complaint kept confidential?

Yes. All complaints are handled confidentially. Your personal details and the specifics of your concern are stored securely and only shared with the people directly involved in investigating and resolving the issue.

Can I provide positive feedback too?

Of course — we'd love to hear it. You can share positive feedback by email or phone, just like any other feedback. It helps us understand what's working well and encourages the team to keep delivering their best.