Feedback & Complaints — Reach Supports

Our promise to you

Speaking up should feel safe.

You never have to worry about raising something with us. Here's what we commit to every time.

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Acknowledged fast

We'll confirm we've received your complaint within two business days — from a real person, not an auto-reply.

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Never held against you

Raising a concern will never affect your supports, your worker, or how you're treated. Ever.

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Anonymous if you want

You can give feedback without leaving your name. You're also welcome to have a family member, friend or advocate help.

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Handled by a person

One of our team owns your feedback from start to finish, listens properly, and follows through.

Tell us what happened

Share your feedback or complaint.

Use the form and a member of our team will be in touch. There's no wrong way to raise something — say as much or as little as you like.

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Prefer email? Write to us directly at feedback@reachsupports.com
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Want to stay anonymous? Tick the box in the form and leave your details blank.
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You can also raise a concern with someone independent at any time — see other ways to complain below.

What kind of feedback is this?

I'm sharing this as

I'd like to stay anonymous. (You can leave your name, email and phone blank. Note: if you send this by email, your own email address will still be visible to us — for a fully anonymous complaint, please call the NDIS Commission on 1800 035 544.)

Your name (optional)

Phone (optional)

Email (optional — so we can reply)

Which service, worker or shift is this about? (optional)

What happened? Tell us in your own words

What would a good outcome look like for you? (optional)

It's OK for Reach Supports to contact me about this feedback.

Your feedback is sent securely to the Reach Supports team and logged in our complaints system. If anything goes wrong, your email app will open as a backup so you can still send it to feedback@reachsupports.com.

Thanks for speaking up — we've received your feedback. A real person will be in touch within two business days. There's nothing more you need to do.

Your feedback is treated confidentially and only shared with the people who need to be involved to resolve it. We keep a record of complaints so we can learn from them and improve — in line with the NDIS Practice Standards.

Our complaints process

What happens after you hit send.

No black box. Here's exactly how we handle every complaint — clear steps, real people, and follow-through you can count on.

You reach out

However suits you — this form, an email, a phone call, or a quiet word in person. You can involve a family member, friend or advocate, and you can stay anonymous.

We acknowledge it

Within two business days you'll hear from a real person confirming we've received your feedback, who's looking after it, and what happens next.

We look into it

We listen, gather the facts, and work with you — and anyone you'd like involved — to understand what happened. We'll keep you updated along the way.

We put it right

We agree on a resolution with you, act on it, and check back to make sure you're satisfied. We also use what we learn to make our supports better for everyone.

If you'd rather go elsewhere

You can always take it further.

We hope to sort things out with you directly — but you have every right to raise a concern with someone independent, at any time. You never have to come to us first, and it's always free.

Independent & free

NDIS Quality & Safeguards Commission

1800 035 544

The independent body that handles complaints about NDIS supports and services. Free call within Australia. Online: ndiscommission.gov.au

If you need an interpreter

Translating & Interpreting Service

131 450

Call TIS National and ask them to connect you to the NDIS Commission in your language. The National Relay Service (accesshub.gov.au) can help if you're deaf or hard of hearing.

Support to speak up

Get an advocate on your side

You can ask a family member, friend or an independent disability advocate to help you make a complaint. Find a free advocate through the Disability Advocacy Finder.

In an emergency, or if someone is in immediate danger, always call 000. Reach Supports takes all concerns about the safety or wellbeing of the people we support seriously and will act on them straight away.