Your voice matters
Feedback &
complaints.
We want to know when something isn't right. Telling us is the fastest way for us to fix it and you have the right to raise concerns externally at any time, including with the NDIS Commission.
Our internal process
Five simple steps
Tell us
Speak to your support worker, call the office on 0494 642 163, email guidedfeet2@gmail.com, or use the form on our Contact page. You can ask a family member, advocate or friend to do this for you. Anonymous complaints are accepted though they can be harder to resolve.
We acknowledge
We will acknowledge your complaint within 2 business days and confirm who is handling it. Your services will continue without disadvantage while we look into things.
We investigate
A senior member of the Guided Feet team will review the concern, speak with everyone involved, and look at relevant records. We will keep you informed of progress at least every 7 days.
We respond
We aim to resolve most complaints within 21 days. You will receive a written response setting out what we found, what we are doing about it, and any changes we will make.
Not happy? Escalate.
If you are not satisfied with our response, you can ask for the matter to be reviewed by the Director, or take it to an external body including the NDIS Quality & Safeguards Commission (details below).
Reach the team directly
Lodge a complaint with Guided Feet
External NDIS Commission
You can go straight to the NDIS Commission
You do not have to come to us first. Anyone can contact the NDIS Quality & Safeguards Commission including participants, family members, advocates and workers to raise a concern about an NDIS service. It is free, confidential and your services cannot be affected for making a complaint.
The National Relay Service (1800 555 677) and the Translating & Interpreting Service (131 450) are available to help.