We value every compliment, suggestion and concern because your feedback helps us learn, improve and deliver better support.
If something hasn't met your expectations, we encourage you to let us know. We'll listen with respect, respond fairly and work with you to find a solution.
Our Promise
We Listen. We Learn.We Improve.
Every concern deserves to be heard. Every compliment deserves to be celebrated. Every suggestion helps us improve. At Niel Health Services, we welcome honest feedback because continuous improvement is part of The NIEL Way.
We Listen Respectfully
Every voice is welcomed with patience, warmth and genuine attention.
We Respond Fairly
Concerns are handled impartially, confidentially and without judgement.
We Learn Continuously
What you tell us shapes our training, practice and everyday decisions.
We Improve Together
Better supports are built with participants, families and partners.
Share With Us
Tell Us AboutYour Experience
Whether you'd like to celebrate someone or raise something that hasn't gone to plan, we're ready to listen.
Share a Compliment
Has a staff member made a positive difference? Has your experience exceeded expectations? We'd love to hear your story and celebrate the people making a difference every day.
Raise a Concern
If something hasn't gone as expected, we encourage you to tell us. We'll work with you respectfully, fairly and confidentially to resolve the issue.
Our Process
Clear. Fair.Transparent.
We follow a clear and respectful process to ensure every concern is managed fairly and in line with the NDIS Practice Standards.
1
Receive Your Feedback
Share your experience online, by phone, by email or in person — whichever feels most comfortable.
2
Acknowledge Your Concern
We confirm we've received your feedback, explain the next steps and let you know who is handling it.
3
Review & Investigate
We look into the matter carefully, respectfully and confidentially, gathering the full picture.
4
Discuss Possible Solutions
We talk through what we found and work with you on an outcome that feels fair.
5
Resolve & Improve
We confirm the resolution in writing and apply what we've learned across our services.
Every concern is an opportunity to improve the quality of our supports.
Your Rights
You HaveThe Right To
Be treated with dignity and respect
Every conversation is handled with courtesy and care.
Be heard without fear
Speaking up will never disadvantage you or your supports.
Receive clear information
Plain language updates about the process and the outcome.
Have support during the process
A family member, friend or advocate can be with you throughout.
Request an independent review
External review is always available if you're not satisfied.
Have your privacy protected
Your information is kept confidential and handled securely.
If you're not satisfied with the outcome of your complaint, you can contact the NDIS Quality and Safeguards Commission for independent support and guidance.
Every suggestion, compliment and concern contributes to improving the way we deliver support. Listening to our participants, families, staff and community partners helps us strengthen our services and continue living The NIEL Way.
