Your voice matters. Whether it's a compliment, a suggestion, or a concern, we're committed to listening, responding, and continuously improving our support.
At Empavia Care, feedback is a gift. It helps us understand what's working well and where we can do better. Every piece of feedback — positive or otherwise — is taken seriously and used to improve the quality of our support.
Making a complaint will never affect the quality of the support you receive. You have the right to speak up, and we have a duty to listen and respond fairly and promptly.
Every concern is heard with respect and without judgement.
We acknowledge feedback quickly and keep you informed.
We take real steps to resolve issues and improve.
Your privacy and confidentiality are always respected.
We've made it as easy as possible. Follow these simple steps, or reach out to us directly at any stage.
Share your concern by phone, email, or using the form on this page. You can also ask a family member, carer, or advocate to speak on your behalf.
We'll confirm we've received your complaint, usually within 2 business days, and let you know who is handling it.
We look into your concern thoroughly and provide a response, typically within 10 business days. If it takes longer, we'll keep you updated.
If you're unhappy with our response, you can escalate your complaint to the NDIS Quality and Safeguards Commission or another independent body.
Answers to the questions we hear most about giving feedback and making a complaint.
You don't need to share your name, email, or any contact details. Use the form below to tell us what's on your mind — we read every submission.
You always have the option to seek independent support or escalate your concerns outside of Empavia Care.
You can ask an advocate, family member, or friend to help you raise your concern or speak on your behalf.
You can contact the NDIS Quality and Safeguards Commission directly to raise a complaint about an NDIS provider.
Depending on your concern, you may also contact other relevant ombudsman or government bodies for assistance.
We're happy to walk you through the process. Reach out and we'll support you every step of the way.