Zentra One

Feedback and complaints

Tell us what went well, what went wrong, or what we could do better. All three are worth sending and all three get read.

This form is for anybody:

  • a person who receives support;
  • a family member, carer or advocate;
  • a support worker or nurse;
  • somebody at a provider organisation.

If somebody has been hurt or is at risk

Use the incident form instead. It goes to the same team and it is looked at first. If somebody is in danger right now, call 000.

You do not have to tell us who you are

Every question about you is optional. Complaining about the people who arrange your support, or who you work alongside, is not a small thing to do, and a complaints process that demands a name is not really a complaints process. Leave it all blank if you would rather.

What kind of feedback is this?
Which of these is closest to you?

It changes who reads this first. It does not change whether we act on it.

In your own words. There is no right way to write this.

If it is about a provider rather than about us. The name you know them by is fine.

Your details, if you want to give them

You can leave all of this blank. We will still read what you send us and we will still act on it. If you want a reply, we need one of these — an email address or a phone number.

Tick this only if you have left an email address or a phone number above, so we are not promising something we cannot do.

What happens next

  • A person reads it within two business days.
  • If you asked for a reply and left us a way to reach you, we are in touch within five business days.
  • You get a reference on the next page. Keep it, and you can ask us about this later even if you did not give your name.

You can also go outside us

You do not have to come to us first. The NDIS Quality and Safeguards Commission and the Aged Care Quality and Safety Commission both take complaints directly from anybody, and neither of them needs our permission.

What you write here is kept with the record and used to deal with it. It is not published, and it is not repeated in an email or a website address.