Complaints & feedback
Telling us something isn’t working helps us do better. Raising a concern will never affect your supports, and you can have a family member, friend, advocate or nominee speak for you at any stage.
How to raise something with us
- Talk to your support worker or their manager. That’s usually the quickest way to sort something out.
- Call us on 02 7227 6310, Monday to Friday, 9am to 4pm.
- Email enquiries@pursueability.com.au with “Complaint” or “Feedback” in the subject line.
- Use the contact form and choose “Something else”. Tell us as much or as little as you like.
You can raise a concern anonymously. If you do, we’ll still look into it. We just won’t be able to tell you the outcome.
What happens next
Complaints are managed under our incident and complaints management system, and where an incident meets the NDIS Commission’s reportable incident criteria we notify the Commission within the required timeframes.
- We acknowledge it. A manager confirms we’ve received your complaint and explains who is handling it.
- We look into it. We talk with you about what happened and what a good outcome looks like for you.
- We respond. We tell you what we found and what we’ll change, in plain language.
- We follow up. We check the fix actually worked and record what we learned.
You can also go straight to the NDIS Commission
You don’t have to complain to us first. The NDIS Quality and Safeguards Commission is the independent body that handles complaints about NDIS providers. Call 1800 035 544 (free from landlines) or visit ndiscommission.gov.au.
Compliments count too
If someone on our team has done a great job, we’d love to hear it. It shapes who we recognise and what we do more of. Use any of the contact options above.
