We listen  ·  We act

Tell us what went well.
Or what didn't.

Every bit of feedback makes our service better. Every complaint is taken seriously. You can raise a concern without fear of losing your supports, and you can stay anonymous if that feels safer.

1

We take it seriously

Every concern, big or small, gets a proper response. No brushing it off. No excuses.

2

We respond within 2 business days

You will hear back from us fast. No waiting weeks to be acknowledged.

3

No consequences for speaking up

Raising a concern will never affect your supports. You are protected. That is a promise.

How to give feedback or make a complaint

Pick whichever way feels easiest. All of them reach the right person.

Phone

Speak to someone directly

0432 709 230

Available Monday to Friday, 9am to 5pm. For urgent concerns outside these hours, leave a voicemail and we will call back the next business day.

Email

Write it out in your own time

feedback@rightnowsupport.com

Include as much or as little detail as you like. We read every email personally and reply within 2 business days.

Form below

Use our secure online form

Jump to the form

The quickest way, and you can submit anonymously if you prefer. It sends straight to our director.

In person

Talk to us face to face

Ask any team member

Mention it to your support worker, or ask to meet our director. We can come to you if that is easier.

What happens after you tell us

Here is exactly how every complaint moves through our team, start to finish.

  1. 1

    We acknowledge

    Within 2 business days, you will get a message confirming we received your feedback, who is handling it, and what to expect next.

    Within 2 business days
  2. 2

    We investigate

    We look into what happened properly. That might mean speaking with workers involved, reviewing records, or asking you for more context. We keep you updated throughout.

    Within 7 business days
  3. 3

    We respond

    We tell you what we found, what we are doing about it, and what changes we are making to stop it happening again. Plain language. No corporate spin.

    Within 14 business days
  4. 4

    We check in

    A few weeks later we circle back to make sure things have actually improved and you are happy with how it was handled. If not, we keep going until it is right.

    Follow-up at 4 weeks
  5. 5

    We record and learn

    Every complaint becomes part of our continuous improvement process. We review patterns quarterly so we can fix systemic issues, not just individual ones.

    Ongoing

Not happy with how we handled it?

You have the right to take it further. You do not need our permission, and raising it externally will never affect your supports with us.

Primary regulator

NDIS Quality and Safeguards Commission

The national body that oversees all NDIS providers. They investigate complaints independently and have real power to act. Contact them directly at any time.

1800 035 544 ndiscommission.gov.au

Advocacy support

Disability Advocacy Finder

Free, independent advocates who can help you speak up, navigate the complaint process, or represent you if that is easier. There is one in every region.

Find an advocate

Emergency

If someone is in immediate danger

If you or someone you know is at immediate risk of harm, do not wait. Call emergency services first, then let us or the Commission know.

Call 000

Privacy

Office of the Australian Information Commissioner

If your complaint is about how your personal information has been handled, the OAIC can investigate privacy matters.

1300 363 992 oaic.gov.au

Your rights are protected. You can make a complaint at any time, in any form, anonymously or in your own name, and your supports will never be affected as a result. You can have a support person, family member, or advocate help you. You can ask for an interpreter at no cost. This is not just our promise, it is the law under the NDIS Code of Conduct.

Submit feedback or a complaint

Tell us what happened. We will read every word and reply within 2 business days.