Feedback and complaints
We want to hear it — the good, the bad and the in-between. Here's how to tell us, and what happens next.
How to give feedback or make a complaint
Feedback helps us get better, and a complaint is feedback too. You'll never be treated differently, and your support won't change, because you raised something.
Tell us whichever way is easiest
- Tell Raph directly, during a session or any time
- Call 0401 625 713
- Email hello@theraphproject.com
- Use the form on our Contact page
- Ask someone to do it for you: a family member, friend, support coordinator or advocate
What happens next
We'll let you know we've received it within two business days, and aim to resolve it within 21 days. We'll listen, ask what outcome you're hoping for, and keep you updated along the way.
We keep a confidential record of every complaint and what we did about it, and we use them to improve how we work. We follow the NDIS Code of Conduct.
If you're not happy with the outcome
You can contact the NDIS Quality and Safeguards Commission at any time — you don't have to come to us first. The Commission takes complaints about any NDIS provider, registered or not.
Phone the NDIS Commission on 1800 035 544 (free call from landlines). If you need an interpreter, call TIS National on 131 450. If you're deaf or have a hearing or speech impairment, use the National Relay Service. You can also make a complaint through the Commission's website, ndiscommission.gov.au.
Getting support to raise a concern
An independent disability advocate can help you work out what to say and support you through it, free of charge. Locally, that's the Barwon Disability Resource Council (Assert 4 All) at 48 McKillop Street, Geelong: call 03 5221 8011 or visit bdrc.org.au. Your support coordinator or Local Area Coordinator can also help you find an advocate.