Feedback and Complaints

Colab Therapy

At Colab Therapy, we value feedback and take complaints seriously. Feedback helps us learn, improve and ensure that the services we provide are safe, respectful and responsive to the people we support.

We encourage participants, families, carers, advocates and members of the community to share their experiences with us — including when something has not met expectations.

Our Commitment

Colab Therapy is committed to managing feedback and complaints in a way that is:

• Accessible – it is easy to raise a concern or complaint
• Fair – all complaints are treated respectfully and impartially
• Responsive – concerns are addressed in a timely manner
• Transparent – complainants are kept informed of progress
• Supportive – people are supported to raise concerns without fear of negative consequences

We recognise that raising concerns can sometimes feel difficult. People who make complaints will not be disadvantaged or treated differently as a result of speaking up.

Why Feedback Matters

Feedback and complaints help us:

• identify areas for improvement
• strengthen the quality and safety of our services
• address issues quickly and fairly
• improve outcomes for participants

We welcome both positive feedback and concerns.

Who Can Make a Complaint?

Anyone can provide feedback or make a complaint about Colab Therapy services.

This includes:

• participants
• family members or carers
• guardians or financial nominees
• advocates
• support coordinators or professionals
• employees or contractors
• community members

Complaints may also be made on behalf of a participant with their consent.

What Can a Complaint Be About?

A complaint can relate to any aspect of the services we provide, including concerns about:

• how supports are delivered
• decisions made by Colab Therapy
• communication or responsiveness
• the conduct or behaviour of staff
• privacy or confidentiality concerns
• the handling of a previous complaint

A complaint is defined as an expression of dissatisfaction where a response or resolution is expected.

How to Provide Feedback or Make a Complaint

Feedback or complaints can be made in a way that feels most comfortable.

You can contact us:

• In person
• By phone
• By email
• In writing
• Through our website

Complaints may also be made anonymously if preferred.

If assistance is required to make a complaint, Colab Therapy will support participants to do so or assist them in accessing advocacy services.

What Happens When a Complaint Is Made?

When we receive a complaint, we will:

1. Acknowledge the complaint as soon as possible
2. Review the concern fairly and respectfully
3. Work with the person raising the concern to understand the issue
4. Identify appropriate actions or solutions
5. Keep the person informed about progress
6. Document the complaint and outcome

Our goal is to resolve concerns as quickly and fairly as possible while ensuring that the voices of participants are heard.

Complaint Monitoring and Continuous Improvement

Colab Therapy maintains a complaints register to monitor concerns raised and track their resolution.

This allows us to:

• ensure complaints are addressed appropriately
• identify patterns or systemic issues
• improve service quality and participant experience

Complaint information is handled confidentially and stored securely.

Complaints About Colab Therapy Can Also Be Made to the NDIS Commission

Participants and families have the right to raise concerns directly with the NDIS regulator.

The NDIS Quality and Safeguards Commission can receive complaints about NDIS providers and supports.

You can contact the Commission:

NDIS Quality and Safeguards Commission

Phone: 1800 035 544
Website: www.ndiscommission.gov.au

The Commission may refer complaints to other agencies if required, including regulatory authorities, police or other oversight bodies.

Support to Make a Complaint

Participants have the right to be supported when raising concerns.

Support may include:

• assistance from family or carers
• independent advocacy services
• support from another trusted professional

Colab Therapy will ensure that participants feel safe and empowered to speak up.

‍

Your voice matters.
We are committed to listening to participants and improving our services through open and respectful feedback.