01 Start here
Talk to us directly.
Phone, email or the form below. Our team will acknowledge your message and let you know who's looking into it.
- [email protected]
- Phone
- (03) 7500 5696
Feedback · 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 piece of feedback is a free window into how we can do this work better. We'd rather hear it than not.
The Equal Therapy team
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 Acknowledge
We hear you.
We let you know we've received your feedback and who's looking into it. Where it helps, we'll ask a couple of questions so we understand it properly.
02 Investigate
We look into it.
Senior staff and operations (not the person involved) review what happened, talk with those involved, and look at the relevant records.
03 Resolve
We put it right.
Complaints are acknowledged, investigated and resolved internally. We work with you on a fair way forward and keep you in the loop as we go.
04 Ongoing
We learn from it.
Feedback feeds into our clinical governance review. That's how patterns get spotted and things get improved.
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.
We'd encourage raising it with us first where you can, since most things resolve faster that way. Either way, the NDIS Commission, AHPRA and the HCC are free, independent and open to you at any time.
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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.
We'll keep you informed as we work through it, and let you know the outcome where you've left us a way to reply.
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.
What happens after I raise a complaint?
We take every complaint seriously. It's acknowledged, investigated and resolved internally by our senior staff and operations team, and we'll keep you updated as we work through it. How long it takes depends on what's involved, and we'll be upfront with you about that.
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 our senior staff and feeds into how we work. We're grateful you took the time.