Policies
Complaints and feedback
If something we did was wrong, unsafe or simply not good enough, we want to hear about it. Complaining will never affect the supports you receive, and you can complain with someone else's help, anonymously, or through an advocate.
Last updated 18 September 2026
How to tell us
- Email — admin@actforautism.com.au, with the word Complaint in the subject line.
- Post — The Director, ACT for Autism Australia Pty Ltd, Level 1, 162 Grand Blvd, Joondalup WA 6027.
- In person or by phone — tell any member of our team. They are required to pass it on, and to help you put it in writing if you want that.
You do not have to use the word complaint, fill in a form, or explain it in any particular way. Tell us what happened and what you want done about it.
You can ask someone else to complain for you — a family member, a support coordinator or an advocate. Free advocates are available and cost you nothing.
What happens next
- Within 2 business days — we acknowledge that we have received it, and tell you who is handling it.
- Within 5 business days — we contact you to check we have understood what happened and what outcome you are looking for.
- Within 21 business days — we give you a written response setting out what we found, what we are doing about it, and what changes we are making. If it is complicated and we need longer, we will tell you why and give you a new date.
If the complaint is about a specific staff member, that person will not be the one handling it.
If we get it wrong, we will say so. We record every complaint, review them together, and use them to change how we work — a complaint that changes nothing has been wasted.
Anonymous complaints
You can complain without telling us who you are. We will investigate as far as we can, though there is a limit to what we can look into or tell you afterwards if we cannot contact you.
If you are not satisfied with our response
You can go outside us at any point. You do not have to complain to us first.
- NDIS Quality and Safeguards Commission — 1800 035 544, or ndiscommission.gov.au. They take complaints about NDIS supports and services, including from people who are not NDIS participants.
- Health and Disability Services Complaints Office (WA) — for complaints about health and disability services in Western Australia.
- Office of the Australian Information Commissioner — 1300 363 992, for complaints about how we handled your personal information.
- Australian Human Rights Commission — for complaints about disability discrimination.
Feedback that is not a complaint
If something worked, tell us that too. It is genuinely useful to know which parts of what we do are worth protecting. Email admin@actforautism.com.au.