Feedback and Complaints

Compliments, complaints, and other feedback provide us with valuable information about your satisfaction with our services. Feedback is taken seriously by Empowering Connection Group and is seen as an opportunity for improvement. Please let us know what you think.

Feedback, compliments, or complaints can be lodged by:

• completing an online feedback form below

• speaking directly with a Empowering Connection staff member or giving a Empowering Connection staff member a completed Feedback and Complaints Form. 

• emailing [email protected]

If you do not want to make a complaint directly to Empowering Connection or are not happy with how Empowering Connection has responded to your complaint you can complain to the NDIS Quality and Safeguards Commission (NDIS Commission).

Complaints to the NDIS Commission can be lodged:

• Phone: 1800 035 544

  • Phone hours services are currently available Monday to Friday (excluding public holidays) between 9am – 5pm for all States and Territories (except for the Northern Territory, available until 4:30pm)

• Online: https://www.ndiscommission.gov.au/contact-us/makeacomplaint

Where required, Empowering Connection Staff will assist people making a complaint, or people with disability affected by a complaint, to contact the NDIS Commission or other complaints body.

Empowering Connection will also support people making or impacted by a complaint tocontact an advocate (if they wish to do so) to support them through the feedback and complaints process.

Complaints will be formally acknowledged within 2 working days. All complaints will be responded to as quickly as possible, and within 28 working days from acknowledgement. If a complaint cannot be responded to in full within 28 days of acknowledgement, the complainant will be provided with an update, including when a full response can be expected.

All feedback and complaints will be used by Empowering Connection to continuously improve service delivery.