If something isn't right, tell us.
We want to know when we're falling short. Our complaints process is open, confidential, and won't affect your care.
Three things you should know first.
It will not affect your care
Raising a complaint will never compromise the support you or your family member receive. That's a NDIS Code of Conduct requirement, and it's how we operate.
You can stay anonymous
You can give feedback or raise a complaint without identifying yourself. We will still investigate.
We will respond quickly
We acknowledge every complaint within one business day and aim to resolve most matters within 21 days.
Three ways to reach us.
Pick whichever feels easiest. If your complaint is about a specific worker or shift, that's fine to mention, but you don't have to.
Email us
Mark the subject "Complaint" or "Feedback", and we'll route it to the right person.
info@firstprioritycare.com.auStay anonymous
Don't want to give your name? Email us without one, or ask a support coordinator or family member to raise it on your behalf.
Our complaints process.
- 01
We acknowledge
Within one business day, you'll get confirmation that we've received your complaint and the name of the person handling it.
- 02
We investigate
We look at the facts, talking with you, the worker(s) involved, and any other relevant party. We document everything.
- 03
We respond
We get back to you with what we found, what we're doing about it, and what, if anything, you can expect to change.
- 04
We follow up
We check in to make sure the resolution is working. If you're still not happy, you have the right to escalate to the NDIS Quality and Safeguards Commission.
NDIS Quality and Safeguards Commission
You can raise a complaint about any NDIS provider (including us) directly with the NDIS Commission at any time. You don't need to come to us first.
- Call 1800 035 544 (free call from landlines)
- National Relay Service: 133 677
- Online complaint form: ndiscommission.gov.au
We're registered with the NDIS Commission. Reg ID 4-J8DTEN1. We're bound by the NDIS Code of Conduct and our complaints process is aligned with the NDIS Practice Standards.
Let's build a care plan that works for you.
Speak with our care team about your NDIS plan, your goals, and how we can help.