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Complaints and Feedback

We want to hear from you, whether something went well or not. Making a complaint will never affect the supports you receive from Nurture and Care Solutions.

Last updated 2 November 2026

Who can give feedback

Anyone can give us feedback or make a complaint: participants, families, carers, guardians, advocates, support coordinators, other providers, our staff and members of the public. You can do it yourself, or ask someone you trust or an independent advocate to do it for you. You can also stay anonymous.

How to contact us

You can tell your support worker, but you do not have to. If your complaint is about a particular worker, you can contact our office directly. If you need an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us. If you are deaf or have a hearing or speech impairment, you can use the National Relay Service.

What happens next

  1. We listen. We record your feedback or complaint and acknowledge it within two business days.
  2. We look into it. A manager who was not involved will review what happened, talk with the people concerned and keep you informed.
  3. We respond. We aim to resolve complaints within 21 days. If it will take longer, we will tell you why and when to expect an answer.
  4. We put things right. We explain what we found and what we will do, and we use what we learn to improve our supports.
  5. You can ask for a review. If you are not happy with the outcome, tell us and a senior manager will review it.

We keep complaints confidential and only share details with the people who need them to resolve the issue. Nobody will be treated unfairly because they made a complaint. Read our Privacy Policy to see how we handle your information.

If you are in danger

If someone is in immediate danger, call 000. If your complaint is about abuse, neglect or harm, read our Safeguarding page. We act on these concerns straight away.

Contacting the NDIS Commission

You can contact the NDIS Quality and Safeguards Commission at any time, including if you would rather not speak to us first or are not satisfied with how we handled your complaint:

  • Phone: 1800 035 544 (free call from landlines)
  • TTY: 133 677
  • Website: ndiscommission.gov.au (complaint form available online)

You can also contact the National Disability Abuse and Neglect Hotline on 1800 880 052, or an independent disability advocate.

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