Your Rights

Our complaints process

If something isn’t right, please tell us. Every complaint is taken seriously, handled fairly, and used to help us improve. Anyone can raise a concern: a participant, family member, carer, friend, advocate or support worker. You can stay anonymous if you prefer.

Looking to give a compliment, change your supports or report an incident? Visit our feedback & complaints hub. In an emergency, call 000.

Your rights

You can raise a concern or make a complaint without fear of reprisal. It will never affect the services you receive from us.
You can have a support person, family member or advocate with you in any meeting or conversation about your complaint.
You can ask for an interpreter, Easy Read information or another way of communicating that suits you.
You can make a complaint anonymously. We will still look into it wherever possible.
You can be told the outcome of your complaint, in writing.
You can go to the NDIS Quality and Safeguards Commission at any time. You don’t have to raise it with us first.

How to make a complaint

Choose whichever way is most comfortable for you:

Talk to us: Any staff member

Speak to your support worker, program facilitator or anyone on our team. You can also ask to speak with a senior manager.
Phone: 1300 429 593

Call us and tell us what’s happened. If we miss your call, leave a message and we’ll call you back.
Email: [email protected]

Write as much or as little as you like. Someone you trust can write it for you.
In writing: Thrive Pathways Support Pty Ltd, PO Box 75R, Redan VIC 3350

Send us a letter or a completed feedback and complaint form.
In person: During any session or meeting

Tell us face to face and we’ll make sure it’s passed to the right person.
Form: Feedback & complaint form

Ask us for a printable form, or visit our feedback page for all the ways to have your say.

What happens after you make a complaint

We acknowledge your complaint

We’ll acknowledge your complaint in writing within 2 business days. We’ll explain how the process works, give you an estimated timeframe, and tell you who your contact person is.
We look into it with you

We listen to you, find out what happened and talk with the people involved. We keep you updated and let you know the date we expect to have it resolved.
We tell you the outcome

We give you a written response explaining what we found and what we will do about it, in a format that works for you.
If you’re not happy, we escalate

You can ask for your complaint to be reviewed by a senior manager or director. You’ll receive a written response at each stage.

All feedback and complaints are recorded and used to improve our services.

Independent help and external complaints

If you’re not satisfied with how we handled your complaint, or you’d rather go straight to an independent body, you can contact:

NDIS Quality and Safeguards Commission

The independent national body that handles complaints about NDIS providers and workers. You can contact them at any time (you don’t have to come to us first), and complaints can be anonymous.

Phone: 1800 035 544 (free call from landlines)
TTY: 133 677
Email: [email protected]
Online: Make a complaint online (opens in a new tab)
Hours: Monday to Friday, 9am – 5pm (closed public holidays)

Disability Advocacy Finder

A free, independent disability advocate can help you understand your rights, speak up for you, and support you through a complaint.

Online: Find an advocate near you (opens in a new tab)

Victorian Disability Worker Commission

For complaints about an individual disability worker in Victoria, however their supports are funded.

Phone: 1800 497 132
Online: vdwc.vic.gov.au (opens in a new tab)

Office of the Australian Information Commissioner (OAIC)

For complaints about how your personal information has been handled. Please raise it with us first. If we haven’t responded within 30 days, or you’re not happy with our response, you can contact the OAIC.

Phone: 1300 363 992
Online: oaic.gov.au (opens in a new tab)

Help to communicate

National Relay Service (NRS): If you are deaf, hard of hearing or have a speech or communication difference, you can contact us (or the NDIS Commission) through the National Relay Service. Choose your preferred relay channel and give them the number you want to call. NRS call numbers (opens in a new tab)

Translating and Interpreting Service (TIS National): If you would like an interpreter, call TIS National on 131 450 and ask them to call us on 1300 429 593. We can also arrange an interpreter for meetings with us.

Got a concern? Talk to us.

We’re here to listen, and we’ll work through it with you.

Email us 1300 429 593