Feedback & complaints
We want to hear from you, whether it's a compliment, a suggestion, or a complaint. Every piece of feedback helps us do better, and every complaint is taken seriously.
There's no wrong way to reach us
You can give feedback or make a complaint in whatever way feels most comfortable:
- Call us on (02) 8000 0000
- Email waratahconnects@gmail.com
- Use the form on this page
- Ask a family member, support coordinator, advocate, or another support worker to raise it on your behalf
- Tell any Waratah Connects staff member directly, in person or by phone
You can complain anonymously
You don't have to give your name or contact details if you'd rather not. Anonymous feedback is still read, taken seriously, and used to improve our service, though we won't be able to follow up directly with you about the outcome if we don't know who you are.
Our process
- We acknowledge it. We'll confirm we've received your feedback or complaint as quickly as we can, usually within 2 business days, if you've given us a way to contact you.
- We look into it. We take the time to understand what happened and why, speaking with everyone involved where relevant.
- We respond. We'll let you know the outcome and what we're doing about it, if you've provided contact details.
- We act on it. Where a complaint points to something we should change, we change it. Feedback shapes how we improve.
No one will be treated unfairly, disadvantaged, or have their supports affected because they made a complaint or gave honest feedback.
You can escalate to the NDIS Commission
If you're not happy with how we've handled your complaint, or you'd prefer to raise it independently of us altogether, you can contact the NDIS Quality and Safeguards Commission, the independent government body that oversees NDIS providers.
- Phone: 1800 035 544 (free call from landlines; interpreters available)
- Website: ndiscommission.gov.au/about/complaints
- National Relay Service: for people who are deaf or have a hearing or speech impairment, call 1800 035 544 through the National Relay Service (accesshub.gov.au/about-the-nrs)
You can contact the NDIS Commission at any time. You don't need to complain to us first, and you can do so anonymously as well.