Report a Concern
An NDIS support concern should have a clear and safe pathway
To report an NDIS concern, including concerns about safety, safeguarding, conduct, privacy or support quality, use the dedicated form and let us know what happened. Use the dedicated form to explain what happened, identify any immediate risk and choose how you would like to be contacted. For immediate danger or an emergency, call 000. For a complaint or report directly to the NDIS Quality and Safeguards Commission, call 1800 035 544. Bright Heart Co’s website and office contact pathways are not an emergency-response service; routine follow-up occurs during office hours. For non-urgent service concerns, you can also review our feedback and complaints process.
At a glance
- Call 000 for immediate danger
- Share a brief non-emergency concern
- Choose safe contact times and voicemail instructions
Your choices
Your communication and choices
Ask about the options before agreeing to an arrangement. A participant’s preferences should remain visible throughout planning and review.
Tell the team what makes information easier to understand and what helps you feel comfortable participating in decisions.
Questions & answers
Frequently asked questions
These answers cover safety concerns, escalation and emergency distinctions. Contact the team if your own circumstances need a more specific response.
What if someone is in immediate danger?
Call 000. Bright Heart Co is not an emergency service.
Can someone help me report a concern?
Yes. You can involve a trusted person, advocate, family member or representative if you choose.
What information should I include?
Include what happened, when it happened, who may be affected and whether you believe any risk is ongoing. Only provide information that is reasonably necessary.
Can I also use an external pathway?
Yes. Depending on the issue, external safeguarding, complaint, advocacy or regulatory pathways, such as the NDIS Commission, may also be available.
Before you start
Before you contact us
If someone is in immediate danger, call 000. For other concerns, share what happened, who was involved and any immediate safety needs so the matter can be assessed appropriately.
Questions? Call 0433 723 511
Report a Concern: details to start with
You can begin with a brief summary. Start with what happened, who may be at risk, a safe contact method and whether immediate action is needed. The team can ask for additional information only when it is relevant to a non-emergency concern.
- Call 000 if someone is in immediate danger
- Describe what happened without uploading records
- Name who may be affected if safe to do so
- Give safe contact times and voicemail instructions
- Please let us know what has already been done
Report a Concern: questions to discuss
Use these as a starting point. You can begin with the main question about a non-emergency concern; the remaining details can be worked through with you.
- Who reviews a safety concern during office hours?
- Can I report without giving my name?
- When might information need to be shared by law?
- How can I contact the NDIS Commission directly?
Keep exploring
Related guides
Use these links for related information about safety concerns, escalation and emergency distinctions.
Ready when you are
Choose your next step
Raise a concern through the dedicated pathway and let us know what response or support you need.