Trust & safety
How we work, and what you can hold us to.
Being clear about how support works is part of the support. Here is what we commit to.
Feedback & complaints
Whether something went well, something could be better, or something went wrong — we want to hear it. You can stay anonymous. It takes a couple of minutes.
Our commitments
How we communicate
We use plain language, we check that what we said actually landed, and we will say so plainly if something is not working.
Your choices
You decide what we work on, how we go about it, and when to stop. Saying no to something does not affect the rest of the support.
Your privacy
Your information stays private. We only share it with your agreement, when the law requires or permits it, or when it's reasonably necessary to respond to a serious safety concern.
The limits of this service
We don't provide personal care, medication support or clinical therapy. If you need one of those supports while you're with us, an appropriate support person can come along too. We'll talk through who does what before the session, so everyone is clear and comfortable.
We are an unregistered provider, so we're not able to take NDIA-managed funding. The NDIS Code of Conduct applies to us and to the supports we provide.
If something goes wrong
If something doesn't feel right, please tell us. You can email complaints@
You don't have to raise it with us first if you'd rather not, or if you don't feel comfortable doing so. You can contact the NDIS Quality and Safeguards Commission directly on 1800 035 544 or at ndiscommission.gov.au.
When you raise a concern, we'll acknowledge it within two business days if you've given us a way to reach you. If your complaint is about one of us, the other will handle it. Both of us receive what comes through the feedback form, so if you'd rather neither of us sees it first, you can go straight to the NDIS Quality and Safeguards Commission. We'll talk with you within five business days — you're welcome to bring a family member, supporter or advocate — and let you know what we've done or decided within ten business days. You won't be treated differently for speaking up. If you're not happy with how we've handled it, you can contact the NDIS Quality and Safeguards Commission at any time on 1800 035 544 or at ndiscommission.gov.au/complaints/report. If anyone is in immediate danger, call 000.
If something goes wrong during support
If somebody is hurt or at risk during support, safety comes first. We respond immediately, record what happened, involve you in what happens next, and contact emergency services or other authorities where required.
Your first conversation
After you get in touch we arrange a first conversation, at a time and place that suits you, to talk through what you are looking for.