Feedback, compliments and complaints

Your feedback, compliments and complaints are important to us. Understanding what we’re doing well, and where can do better helps improve the way we work with people, and other services.

Everyone has the right to give feedback. We're committed to continuous improvement and striving to always do better.


How to give feedback, compliments or make a complaint

You can give us a compliment, or make a suggestion or a complaint by:

  • Speaking with a staff member or manager on 02 8678 3463

  • Sending us an email to

  • Visiting: 533 Reservoir Prospect NSW 2148

  • Writing to: 533 Reservoir Prospect NSW 2148

Can I get help to give feedback or make a complaint?

Yes. We can help by:

  • Arranging an interpreter or you can contact us through the Translating and Interpreting Service (TIS) on

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  • Writing out your feedback for you

  • Communicating via the National Relay Service if you’re deaf, have a hearing or speech impairment. Visit

Can someone else give feedback or make a complaint for me?

Yes. You can ask a friend or relative, or a community organisation to give feedback on your behalf. We protect your privacy by checking that you have given your permission.


What to include with your feedback or complaint

  • Your name

  • Your best contact details (eg phone number, email address, postal address) (phone, email or mail)

  • What your feedback is about - eg. the name of the service, who was involved, what happened etc

  • What you want to happen now


Can I give anonymous feedback?

Yes. But this may make it difficult to investigate if we can’t get more information from you. 


What happens after I provide feedback or make a complaint?

We’ll let you know within two working days that we've received your feedback.

If you're giving a compliment, thank you! We'll make sure it’s passed on to the staff and their manager.

If you’re making a comment or a suggestion, we appreciate your advice. We’ll pass it on to the best TBS contact.

If you’re making a complaint, sometimes it can be resolved straight away. But we may need to ask you for more information, speak to our staff or other people involved. 

We aim to finish looking into your complaint and get back to you within 28 days. If it's going to take longer, we’ll let you know. We take complaints seriously and we investigate them thoroughly.


Will I be treated differently if I make a complaint?

No. Everyone has the right to make a complaint. We welcome your feedback and deal with complaints professionally and openly.


What happens if I'm not happy with the outcome of my complaint? 

You may be able to complain to an external complaint agency. You can do this at any stage of the complaint process, or if you’re not happy with our response.

These may include: 

The NDIS commission

People with Disability Incorporated

Disability Advocacy NSW

Multicultural Disability Advocacy Association

Call us today on (02) 8678 3463

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