01 Start here
Talk to us directly.
Phone, email or the form below. A senior clinician will acknowledge your message inside one business day.
- [email protected]
- Phone
- (03) 7500 5696
Feedback & Complaints · Equal Therapy
Tell us how
we’re doing.
Compliments, suggestions, complaints. We want all of it. Feedback makes us better and complaints get treated seriously, without it ever affecting the therapy you receive.
“
Every complaint is a free piece of information about how we can do this work better. We'd rather hear it than not.
Equal Therapy clinical lead
Three options
How to raise
your concern.
Start direct. Most things resolve faster that way. If that's not the right path, the external pathways below are free, independent and confidential.
02 NDIS clients
NDIS Quality and Safeguards Commission.
Independent regulator for NDIS providers. Free, confidential, and you don't have to come to us first.
- Call
-
1800 035 544
National Relay Service: 133 677
- Online
- ndiscommission.gov.au
03 Victoria
Health Complaints Commissioner.
Victoria's independent body for complaints about health services. Free, confidential, accepts complaints from anyone.
- Call
- 1300 582 113
- Online
- hcc.vic.gov.au
Our process
How we handle
every complaint.
01 Within 1 day
Acknowledge.
We confirm we've received your complaint inside one business day, in writing. You're told who's looking into it.
02 Within 5 days
Investigate.
A senior clinician (not the person involved) reviews the facts, talks to those involved, and looks at the relevant records.
03 Within 21 days
Resolve.
We write back with what we found, what we're changing, and what we're offering by way of remedy. You decide if that's enough.
04 Ongoing
Review.
Every complaint feeds into our quarterly clinical governance review. That's how patterns get spotted and policies get fixed.
Your rights
What you can
always expect.
These aren't favours we extend. They're standards we're held to under the NDIS Code of Conduct and AHPRA.
Read the NDIS Code of Conduct-
Be heard, without it affecting your care.
Raising a complaint never changes the quality of therapy you get from us. Full stop.
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Have support: advocate, family, friend.
You can bring anyone you trust into the conversation. We'll meet whoever you want involved.
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Go external at any time.
You don't have to come to us first. NDIS Commission, AHPRA and the HCC are all free and independent.
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Stay anonymous if you want.
Feedback can be submitted anonymously. (Heads-up: we can't follow up directly if we don't know who to write back to.)
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Communicate the way you prefer.
Phone, email, in writing, in person, Auslan interpreter, easy-read. We'll work with what suits you.
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Know what we did about it.
A written outcome inside 21 days: what we found, what we changed, what we offered. Not a form letter.
External pathways
Independent bodies
who can help.
These services are free, confidential, and independent of Equal Therapy. You can contact any of them directly at any time.
NDIS Quality and Safeguards Commission
Regulates NDIS providers, investigates complaints, and enforces the NDIS Code of Conduct.
- Call
- 1800 035 544
AHPRA
The Australian Health Practitioner Regulation Agency. Regulates registered health practitioners (OTs, Physios and others).
- Call
- 1300 419 495
- Web
- ahpra.gov.au
Health Complaints Commissioner
Victoria's independent commissioner for complaints about any health service in the state.
- Call
- 1300 582 113
- Web
- hcc.vic.gov.au
Send feedback
Tell us in your
own words.
Compliment, complaint or suggestion. All three are welcome. Leave the name and email blank if you'd rather stay anonymous.
Feedback FAQs
The questions
we get most.
If you can't see your question here, give us a call and we'll walk it through.
Call (03) 7500 5696Can I submit feedback anonymously?
Yes. Leave the name and email fields blank in the form. We'll still review the message and use it to improve. We just won't be able to write back to you directly.
Will making a complaint affect my care?
No. Full stop. Our complaints policy explicitly protects participants from any change in the quality, frequency or manner of therapy as a result of raising a concern. If you'd feel safer being seen by a different clinician while it's being looked into, we'll arrange that.
How long does it take to resolve a complaint?
Most complaints are resolved inside 21 calendar days. Simple matters are often resolved within a week. Complex matters (multiple clinicians, multiple sessions) sometimes need an extension. We'll tell you in writing if that's the case and give you a new timeframe.
Can a family member or support worker submit on my behalf?
Yes. Family members, support coordinators, support workers, advocates or anyone else you trust can submit on your behalf. Just say who they're raising the concern for, and whether you'd like us to write back to you, them, or both.
What if I'm not happy with how you've handled it?
Take it externally. The NDIS Quality and Safeguards Commission (1800 035 544), AHPRA (1300 419 495) and the Victorian Health Complaints Commissioner (1300 582 113) are all free, independent and don't require you to come to us first.
We’re listening
Your voice
makes us better.
Every piece of feedback (a quick compliment, a clear-eyed complaint, a half-formed suggestion) gets read by a senior clinician and feeds into how we work. We're grateful you took the time.