Whether you've had a wonderful experience worth celebrating or something hasn't gone the way you hoped, we want to hear from you. Your feedback — big or small, positive or critical — is one of the most important tools we have to deliver person-centred NDIS support. You can share feedback anonymously, in your preferred language, or with the help of an advocate. There are no consequences for raising a concern. Our team listens, acts and follows up so you know your voice has been heard.
Use the option that feels easiest. Every channel reaches the same caring team.
Speak directly with a member of our team during opening hours. 1800 467 692
Send a written message at any time. We aim to reply within 2 business days. info@royaltyhealthcare.com.au
Fill out our secure form below — share anonymously if preferred. use the form
Visit our Strathpine office or chat to your support worker on-site. see the address
Every submission follows a clear, fair process — and we keep you updated every step of the way.
01
We confirm we’ve received your feedback and assign a case manager.
Within 2 days
02
We listen carefully to your concerns and gather any additional information.
Within 5 days
03
We review records, speak with relevant staff and assess the situation fairly.
Within 14 days
04
We respond, take action and update our processes to prevent future issues.
Within 28 days
You can submit feedback or a complaint without sharing your name. We'll still investigate the matter.
Your information is handled in line with our Privacy Policy and only shared with people who need to know.
You're welcome to involve a family member, friend, advocate or interpreter at any stage of the process.
Raising a concern will never affect your services. We strictly prohibit any form of retaliation.
You'll receive updates in plain language and in your preferred format throughout the process.
If you're not satisfied with our response, you can escalate to the NDIS Commission at any time.
If you'd prefer to speak with someone independent of Royalty Healthcare, these organisations can help.
An independent body that handles complaints about NDIS providers. Free, confidential and available in multiple languages.
Choose the channel that works best for you. Every message gets a personal response.
Feel free to call or email, we’re happy to help!
