Compliments, ideas, worries or complaints: we want to hear them all. Your feedback helps us get things right for you and everyone we support.
Anyone can contact us, including participants, family, carers, friends, advocates or support workers. You can stay anonymous if you prefer. Caring for someone? See our page for families and carers.
In an emergency, or if someone is in immediate danger, call 000 now.
If someone has been hurt, something unsafe has happened, or you’re worried about how someone is being treated, tell any Thrive Pathways staff member or contact us straight away. We’ll make sure people are safe, look into what happened, and keep you informed.
Choose the option that fits. Not sure? Just call or email and we’ll guide you.
Tell us what’s working well, or share an idea that would make things better.
What happens next: We read every piece of feedback, pass compliments on to the team, and use suggestions to improve our programs and supports.
If something isn’t right, we want to know. You can talk to any staff member, ask for a senior manager, or contact us directly.
What happens next: We’ll acknowledge your complaint in writing within 2 business days, explain the process, and let you know who your contact person is and when we expect to have it resolved.
Want a different support worker, new days or times, more or fewer supports, to update your details or plan, or to end a service? Just let us know.
What happens next: We’ll talk it through with you, review your service agreement if needed, and put any changes in writing for you to agree to. Where possible we give at least 2 weeks’ notice of changes to regular services. You can choose to stop a service at any time, and it won’t affect your access to supports in the future.
You can have a support person or independent advocate help you at any time: when giving feedback, making a complaint, or in any meeting with us.
What happens next: Bring a family member, friend or advocate along, or let us know and we’ll include them. If you’d like an independent advocate, the Disability Advocacy Finder can help you find one.
You can also write to us at PO Box 75R, Redan VIC 3350, or speak to any of our team in person.
However you reach us (in person, by phone, email, letter or form), your feedback is recorded.
For complaints, we acknowledge in writing within 2 business days, explain the process and give you a contact person.
We listen, look into what happened and keep you updated, including when we expect to have it resolved.
You receive our response in writing, in a format that works for you.
You can ask for a review by a senior manager or director, or go to the NDIS Commission at any time.
Every compliment, suggestion and complaint is recorded and used to help us improve our services.
Raising a concern will never affect your services. You can speak up without fear of reprisal.
You can have a support person or advocate with you in any conversation or meeting.
We can arrange an interpreter, Easy Read information or other ways of communicating.
You don’t have to give your name. Anonymous complaints are still looked into wherever possible.
We’d love the chance to put things right, but you can go to an independent body at any time. You don’t have to raise it with us first.
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.
A free, independent disability advocate can help you understand your rights, speak up for you, and support you through a complaint.
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.
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)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.
Call TIS National 131 450Easy Read information is available on request. Read our full complaints process and privacy policy.