Your Feedback Matters to Us
At ThevaCare, we welcome all feedback — including complaints. We see every piece of feedback as an opportunity to improve our services and ensure every participant receives the highest standard of care.
Making a complaint will never affect the services you receive from us. We treat all feedback with respect, confidentiality and without judgement.
How to Make a Complaint
You can raise a concern or make a complaint in whichever way feels most comfortable for you:
By Phone
Call us directly and speak with a member of our team. We are here to listen and respond promptly.
By Email
Send your feedback or complaint to our team via email at any time.
In Person
Visit us to speak with a team member face to face in a comfortable, private setting.
Written Letter
Send a written letter to our office and we will respond in writing.
Anonymously
You may make a complaint without providing your name or contact details. We will still take action.
Via a Support Person
A family member, friend, carer or independent advocate can make a complaint on your behalf.
What Happens Next
We Receive Your Complaint
Your complaint is logged and assigned to a staff member. All information is treated with strict confidentiality.
Acknowledgement
We will acknowledge your complaint within 2 business days and let you know who is managing it.
Investigation & Resolution
We investigate thoroughly and work toward a fair resolution. Most complaints are resolved within 28 days. We will keep you informed throughout.
Contact Our Complaints Manager
External Escalation — NDIS Commission
If you are not satisfied with how your complaint has been handled, or if you prefer to contact an external body directly, you can reach the NDIS Quality and Safeguards Commission. The Commission is independent of ThevaCare and can investigate concerns about NDIS providers.
Advocacy Support & Interpreters
You have the right to have an independent advocate support you at any stage of the complaints process. If you need an interpreter or communication assistance, please let us know and we will arrange this at no cost to you.
Submit Your Feedback Online
Use the form below to share a compliment, suggestion, or complaint. Your submission goes directly to our team. You do not need to provide your name or contact details if you prefer to remain anonymous.