Complaints & Feedback
You have the right to raise concerns, give feedback, or make a complaint about the supports you receive from Thrive Pathways. We take every complaint seriously.
Your rights as an NDIS participant
You have the right to make a complaint without fear of retaliation — we will not change or reduce your supports because you raised a concern.
You have the right to have a support person, advocate, or family member with you when making or discussing a complaint.
You have the right to know the outcome of your complaint.
You have the right to take your complaint to the NDIS Commission at any time — you do not have to raise it with us first.
How to make a complaint
You can raise a concern or complaint in whichever way is most comfortable for you:
What happens after you complain
We will acknowledge your complaint within 2 business days and let you know who is handling it.
We look into the issue, speak with relevant team members, and gather the facts. This usually takes 5–10 business days.
We will tell you what we found and what action we have taken or will take. We will do this in a format that works for you.
External complaints pathways
If you are not satisfied with how we handled your complaint, or you would prefer to go directly to an external body, you can contact:
Got a concern? Talk to us first.
Most issues are resolved quickly with a direct conversation. We're here to listen.