Feedback & Complaints
NDIS feedback and complaints deserve a clear and respectful pathway
Feedback can recognise good support, suggest improvements or raise something that needs formal attention. Use the form on this page to explain the experience in your own words, identify the outcome you are seeking and choose how you would prefer Bright Heart Co to respond. You can also read about your rights or report a safety or quality concern through the dedicated process.
At a glance
- Explain what happened and your preferred outcome
- Choose a safe reply method or remain anonymous
- Independent complaint options available
Your choices
Your communication and choices
Tell the team what makes information easier to understand and what helps you feel comfortable participating in decisions.
You may prefer written information, more time, a chosen supporter or a different way of communicating. Ask about the options before agreeing to an arrangement. A participant’s preferences should remain visible throughout planning and review.
Questions & answers
Frequently asked questions
These answers cover feedback, complaints and independent escalation. Contact the team if your own circumstances need a more specific response.
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Will making a complaint affect my support?
A complaint should be handled respectfully and should not be a reason for unfair treatment. You can ask how the complaint will be managed and who will be involved.
Can someone help me make a complaint?
Yes. You can involve a trusted person, advocate, family member or representative if you choose.
Can I say what outcome I want?
Yes. The form includes space to explain what you would like to happen or what would help resolve the issue.
What if the matter is an emergency?
If anyone is in immediate danger or there is an emergency, call 000. The website form is not an emergency response service.
Before you start
Before you contact us
Feedback & Complaints: details to start with
You can begin with a brief summary. Start with what happened, the outcome you want and whether you prefer to remain anonymous where that option applies. The team can ask for additional information only when it is relevant to feedback or a complaint.
- Describe what happened in your own words
- Give approximate dates and relevant people if known
- Explain the outcome you would like
- Specify a safe reply method or choose no contact
- Ask for an advocate or communication support
Feedback & Complaints: questions to discuss
Use these as a starting point. You can begin with the main question about feedback or a complaint; the remaining details can be worked through with you.
- Who will review my complaint?
- How will I know it has been received?
- When can I expect the next update?
- Can I contact the NDIS Commission independently?
Keep exploring
Related guides
Use these links for related information about feedback, complaints and independent escalation.
Ready when you are
Choose your next step
Share feedback or make a complaint through a clear, respectful and accessible pathway.