EMPOWERPATH AUSTRALIA
Feedback, complaints & safety
Tell us what is working, what needs to change or what feels unsafe. You can speak up, involve someone you trust and seek independent help without being judged.
You have the right to speak up
You can give feedback or make a complaint about support, communication, privacy, safety or how you have been treated. You do not need to use formal words or know which policy applies. Raising a concern will not be used as a reason to treat you unfairly or take away your support.
How to contact us
Email info@empowerpathau.com or tell a member of our team. Say that you want to give feedback or make a complaint. If writing is difficult, email a short request asking us to contact you in a way that works for you. You can ask a family member, advocate or trusted person to help.
What to tell us
Tell us what happened, when it happened if you know, what worries you and what you would like to happen next. Let us know how you would like us to contact you. Share only the information needed to explain the concern; you do not need to send medical records or NDIS plan documents.
What happens next
We will listen respectfully, discuss your concern and any immediate safety needs, and explain the next steps. We will record the concern, look into what happened and keep you informed. We will discuss the outcome and any action to improve support. Ask us when you can expect an update and who will contact you.
Your privacy and your choices
We handle feedback and complaints confidentially and only share information for an agreed purpose or when required by law. Tell us who you want involved and what we can discuss with them. You can choose not to give your name, but this may limit how we can investigate or provide an update.
Help to be heard
You can have an advocate or trusted person with you. Tell us if you need an interpreter, accessible information or a different way to communicate. We will discuss available arrangements. You can ask questions at any stage and tell us if you do not understand a response.
If you are not happy with the response
Tell us what remains unresolved and ask for the concern to be reviewed. You can also seek independent advice or contact the NDIS Quality and Safeguards Commission. You do not have to complain to EmpowerPath first.
Independent help
The NDIS Quality and Safeguards Commission takes concerns about the quality and safety of NDIS supports, including supports from registered and unregistered providers. Call 1800 035 544 or visit its website for complaint options. For privacy concerns, you can also contact the Office of the Australian Information Commissioner (OAIC).
Safety and urgent help
In an emergency or immediate danger, call 000. Do not wait for an email response. If an incident happens or you feel unsafe during support, tell our team as soon as you safely can. We will focus on immediate safety, record the concern and take appropriate action.