Feedback
Feedback & complaints
Tell us how we’re doing
Good or bad, we want to hear it. Your feedback is how we get better and telling us something’s wrong is never going to change how we treat you.
What counts as feedback
Three kinds, all welcome
You don’t have to work out which box your feedback fits. But if it helps, here’s how we think about it.
A compliment
Something we did well, or someone who made a difference. We share these with the team — they matter more than you’d think.
A suggestion
An idea for something we could change, add or do differently. This is how we build a service that actually fits.
A complaint
Something’s gone wrong and you’d like us to fix it. We’d rather know than not — and we’ll work through it with you.
You can give feedback anonymously. You never have to put your name to it, and choosing not to won’t affect your supports in any way. A complaint about us will never change how your coordinator treats you — that’s a promise, and if it ever felt otherwise, that itself is something to tell us.
How to reach us
Whichever way suits you
Call us
1300 110 231, Mon–Fri 9am–5pm. Or talk to any team member you feel comfortable with.
Write to us
Your Path Your Way
PO Box 255, Kinglake VIC 3763
Email us
We are here to help.
enquiries@yourpathsc.com.au
Use the form
Fill in the feedback form further down this page – anonymously if you like.
In writing
Our brochures
The full detail, in both a standard and an Easy Read version. Take whichever suits you — same information, and neither is the “proper” one.
Feedback & Complaints
How to raise something, what we’ll do with it, how long it takes, and where to go if you’d rather not come to us. This is the one that matches this page.
Your rights & responsibilities
Privacy & confidentiality
Visit our Resources Page
Every brochure & support line
Resources Page
If you’d rather not come to us
You can go straight to someone independent
We’d like the chance to put things right ourselves. But you never have to raise a complaint with us first, and you don’t need our permission to go elsewhere. These bodies are independent of us, and free.
NDIS Quality and Safeguards Commission
The body you complain to about any NDIS provider, including us. 1800 035 544 · complaints online
Victorian Ombudsman
For concerns about how a Victorian service has acted. 1800 806 314
NDIA
About your plan or funding.
1800 800 110 · feedback@ndis.gov.au
Someone independent to speak up with you or for you, free of charge. Find one on our Resources page
The feedback form
Fill in as much or as little as you like. Only your feedback is required — your name and email are optional, so you can send this anonymously.
Your privacy
What we do with your information
You’re trusting us with personal, sometimes sensitive information. Here’s the plain-English version of how we look after it. The full detail is in our Privacy & Confidentiality brochure.
What we collect
Only what we need to coordinate your supports – contact and identity details, your NDIS plan and government information, notes about the work we do together, and where relevant, health information or photographs. Nothing collected “just in case.”
How we keep it
In secure, access-controlled systems, protected from loss, misuse and unauthorised access. Your coordinator and team see what they need to support you; it isn’t left lying around or shared casually.
Your consent comes first
Before we start, you sign a consent form so you know why we collect your information and how it will be used. Your consent is specific and current — it’s not a blank cheque, and you can talk to us about it any time.
Who we share it with
Only where it’s needed to deliver your service, to protect someone’s safety, or where the law requires or authorises it. Otherwise, sharing happens with your consent — and we tell you when we can.
Your say over it
You can ask to see what we hold about you, ask us to correct it, and ask how it’s been used — we generally handle access requests within 30 days. It’s your information, and you’re entitled to it.
If you’re worried about your privacy, tell us first — email enquiries@yourpathsc.com.au or call 1300 110 231 and we’ll look into it. If we can’t resolve it, you can take it to an independent privacy regulator, free of charge: in Victoria, the Office of the Victorian Information Commissioner (OVIC) on 1300 006 842 (ovic.vic.gov.au); elsewhere in Australia, the Office of the Australian Information Commissioner (OAIC) on 1300 363 992 (oaic.gov.au). The full detail — including how we report serious data breaches — is in our Privacy & Confidentiality Policy.
Thank you for telling us
Every piece of feedback — the good, the awkward and the difficult — helps us build a service that genuinely fits the people we support.