Contact us
Contact Bright Heart Co: start with what you know
Participants, families, carers, support coordinators and health professionals are all welcome. Ask about support, make a referral, ask a question, give feedback or raise a concern. There is no obligation.
- No obligation
- Family or advocate welcome
- Bring someone you trust to translate
A few details can help us guide you
You do not need to have everything ready. Start with what you know, and we can discuss the next step together.
- What you need: Please let us know about the support, question or concern you would like to discuss.
- Where and when: Share your suburb, preferred times and any communication or access needs.
- Who to involve: Let us know if you would like a family member, carer, coordinator or advocate to join.
Share only what you are comfortable providing. You can discuss sensitive details directly with our team.
Choose the conversation you need
Six clear pathways. One respectful starting point
Pick the option that best matches why you are contacting us. Each one opens its own form below, with guidance written for that conversation.
Support enquiry
Please let us know the support you are exploring, your goals and the times that suit you.
→Referral
With consent, share the participant’s goals, support needs, suburb and who we should contact. You can also ask to discuss a possible referral first.
→General enquiry
Ask about supports, service areas, funding or how Bright Heart Co works.
→Feedback
Please let us know what worked well, suggest an improvement or share your experience. Include the service or situation if it helps us understand your feedback.
→Complaint
Please let us know what happened, when it happened and the outcome you would like. You can ask for help to make a complaint or use an independent pathway.
→Safety concern
Share a safety, safeguarding, privacy or conduct concern and how we can contact you safely. If someone is in immediate danger, call 000.
→Start where it feels right
Choose the conversation you would like to start
Choose the form that fits and fill in only what you know. Each one takes a few minutes, and you can go back a step at any time.
Choose one pathway below. Only the selected form is shown. You can change pathways at any time without submitting another form.
Support enquiry form
Explore support
Please let us know about the support you are exploring, where you are located and how you would like us to respond.
Support enquiry
Send a support enquiry
Share only what is needed for a first conversation. You can add more detail later.
Referral form
Refer someone
Make a referral when the participant has agreed (or you have authority). If consent is not confirmed yet, choose “Discuss it first (consent is not confirmed yet)”.
Referral
Make a referral
Share only what is needed for a first conversation. You can add more detail later.
General enquiry form
Ask a question
Ask about supports, service areas, funding, timing or how Bright Heart Co works.
General enquiry
Send a general enquiry
Share only what is needed for a first conversation. You can add more detail later.
Feedback form
Give feedback
Share what is working well and what could be better. You can stay anonymous if you prefer.
Feedback
Give feedback
Share only what is needed for a first conversation. You can add more detail later.
Complaint form
Make a complaint
Please let us know what happened and what you would like to happen next. An advocate or trusted person can help you.
Complaint
Make a complaint
Share only what is needed for a first conversation. You can add more detail later.
Concern report form
Report a safety concern
Raise a safety, safeguarding, privacy or conduct concern. If anyone is in immediate danger, call 000 first.
Report a concern
Report a concern
Share only what is needed for a first conversation. You can add more detail later.
What happens next
From your message to a clear next step
The same three steps for every enquiry, whoever gets in touch.
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1
We confirm we have it
A member of our team reviews your message. Where reply details are provided and contact is requested, we aim to respond using your preferred method.
- Enquiries and referrals: we aim to respond within one business day
- Feedback and complaints: we aim to acknowledge within two business days
- Safety concerns: prioritised during office hours; we aim to contact you within one business day if reply details are provided
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2
We discuss it
A relaxed conversation by phone, video or in person about what you need, with anyone you would like involved. An interpreter can join.
- Your preferences: let us know how you prefer to communicate and the best time to speak
- Your support network: a family member, advocate, coordinator or interpreter can join when appropriate
- Practical fit: we clarify location, timing, support needs and current availability
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3
We agree the next steps
If we can help, we explain the options, timing and costs before you agree to anything. If we are not the right fit, we will tell you.
- Clear options: we explain what support may fit and any limits or availability considerations
- Costs before commitment: pricing, funding and service-agreement details are discussed before support begins
- Nothing assumed: the next step is confirmed with you so you know what happens next
Office hours: Mon–Fri: 9:00am–5:00pm. Messages sent after hours are read on the next business day.
Who can contact us
Make contact for yourself, or with someone you trust
Participants are always welcome to contact us directly. With the right consent, family members, carers, nominees, support coordinators and other professionals can start the conversation too.
Participants
Ask a question, explore support or let us know what matters to you, in your own words and at your own pace.
Families, carers & nominees
Contact us with the participant’s knowledge, or with the authority to act for them and stay involved as they choose.
Support coordinators
Check service fit and availability, start a referral and share the practical details we need to respond.
Health & community professionals
Start a referral or a coordination conversation while protecting the participant’s privacy and consent.
Speak with our leadership
Prefer to speak with someone directly?
Our Director and Service Manager take calls during office hours. If the team cannot answer, you can leave a message and request a callback. Calls are returned subject to availability during office hours.
Director
Arlene Onyejekwe
Leads Bright Heart Co and the way we listen, respond and keep improving.
Contact Arlene about:
- Feedback about our service as a whole
- Quality and safeguarding
- Your experience of Bright Heart Co
Service Manager
Joseph Ifeanyi
Looks after service arrangements, communication and changes to your support.
Contact Joseph about:
- Service arrangements once support begins
- Rosters, workers and changes to your support
- Keeping your family or coordinator informed
If your complaint is about one of our managers, use the complaint form and say so. It will be handled by someone who is not involved. You can also contact the NDIS Quality and Safeguards Commission. Meet the team
Communication and visiting
Contact us in the way that works for you
Communication support is welcome at every step, from your first message onwards.
Interpreters and translation
You are welcome to bring an interpreter you trust, or a family member who can help to translate. You can also call Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us.
Hearing or speech
Contact us through the National Relay Service, or send a message using any of our forms.
Support person or advocate
Bring a family member, friend, nominee or advocate to any conversation. If you would like help finding an advocate, let us know.
Other adjustments
Let us know if Easy Read information, extra time, a quieter setting or another adjustment would help.
Our office
1048 Beaudesert Rd, Coopers Plains QLD 4108
Get directionsBefore travelling to the office, contact us to arrange a visit and confirm entry, parking and accessibility needs. You are welcome to bring an interpreter you trust, or a family member who can help to translate.
Questions and concerns
Answers, and the right way to raise something
Open any question for a short answer. Complaints and safety concerns each have their own form.
Complaint
You are unhappy with our service or a decision
For example, support that did not happen as agreed, a problem with communication or a fee. We aim to acknowledge your complaint within two business days and keep you informed until it is resolved.
Make a complaintSafety concern
Someone may be at risk, or something feels unsafe
For example, a worker’s conduct, safeguarding, privacy or quality of care. Safety concerns are prioritised during office hours. We aim to contact you within one business day if reply details are provided. This form is not monitored for emergencies. If anyone is in immediate danger, call 000.
Report a safety concernYou can stay anonymous, and you can contact the NDIS Quality and Safeguards Commission at any time on 1800 035 544.
Before you contact us
Who can contact us?
Participants are always welcome to contact us directly. With the participant’s consent, family members, carers, nominees, support coordinators and health or community professionals can contact us too.
Do I need every answer before I contact you?
No. A short message or question is enough to start. Please let us know how and when you would like us to reply. You do not need to decide anything in the first conversation, and an enquiry is not a commitment to start support.
Do I need an NDIS plan before I contact you?
No. You can contact us while you are applying, waiting for a plan or preparing for a review. We can discuss how support might work once your plan is in place.
Can a support coordinator or family member contact you for me?
Yes. With your knowledge and consent, or the appropriate authority, a support coordinator, family member, nominee or advocate can contact us on your behalf.
What should I include in my message?
A short summary of what you need, your suburb, how you would like us to contact you and the best times to reach you. You do not need every detail before contacting us.
After you send
What happens after I send a message?
We review your message and, where contact is requested and reply details are provided, discuss any next steps with you before support starts. See What happens next.
How quickly will you reply?
We aim to reply to enquiries and acknowledge referrals within one business day and to acknowledge feedback and complaints within two business days. We explain the next steps and updates we can provide. Safety concerns are reviewed as a priority and we aim to contact you within one business day. Office hours are Mon–Fri: 9:00am–5:00pm.
Can I ask for a callback instead?
Yes. Use the Request a Callback page or call 0433 723 511 and let us know a time that suits you. A family member, support person or interpreter is welcome to join the call.
Can I have an interpreter or communication support?
You are welcome to bring an interpreter you trust, or a family member who can help to translate. For an immediate TIS phone interpreter within Australia, call 131 450. You can also use the National Relay Service or ask about another communication adjustment or chosen supporter.
Complaints and concerns
How do I raise a complaint or concern?
You will not be treated unfairly for raising a complaint or concern and you can stay anonymous. Use the Make a complaint or Report a safety concern form above, call 0433 723 511, or ask a family member or advocate to help. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.
Whenever you are ready
Sometimes the next step begins with being heard
Whether you have a simple question, are exploring support, are contacting us for someone else or need to raise something important, you are welcome to start the conversation.
- Person-centred
- No obligation to decide
- Clear next steps
A calm place to begin
You do not have to have everything finalised before making contact
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01
Start with what you know Even a short enquiry is enough to begin.
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02
Please let us know what matters to you We use your message to understand the next useful step.
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03
Choose a comfortable response Phone, email and accessibility preferences are always welcome.
Support enquiries, referrals, feedback, complaints and safety concerns are all welcome.
Speak with our team: 0433 723 511. Mon–Fri: 9:00am–5:00pm, excluding public holidays.