Complaints & Feedback Policy

Propel Pathways > Complaints & Feedback Policy

Complaints & Feedback Policy

1. Purpose

Propel Pathways Pty Ltd encourages open, honest communication. Participants, families, advocates and stakeholders are supported to provide feedback or make complaints without fear of adverse consequences.
This policy ensures that all feedback and complaints are managed promptly, fairly and in accordance with NDIS requirements and relevant privacy legislation.

2. Scope

Applies to all:

  • Participants, nominees and advocates;
  • Families, carers and guardians;

  • Employees, contractors and volunteers;

  • Any person affected by Propel Pathways Pty Ltd’s services.

3. Policy Statement

Propel Pathways Pty Ltd is committed to providing clear and accessible ways for people to give feedback or make complaints, ensuring:

  • Respectful, timely and confidential handling
  • Participants’ right to advocacy and external review

  • Continuous improvement through lessons learned

4. Guiding Principles

  1. Accessibility – Complaints can be made verbally, in writing, by phone, email or via the website.

  2. Respect & Fairness – Every concern is heard without discrimination or retaliation.

  3. Confidentiality – Information is shared only with those directly involved.

  4. Transparency – Complainants are informed of outcomes and reasons.

  5. Improvement – All feedback informs service development and staff training.

5. How to Provide Feedback or Make a Complaint

Participants and stakeholders can:

  • Speak directly to their Support Coordinator

  • Email thrive@propelpathways.com.au

  • Submit the online form at www.propelpathways.com.au

  • Complete a hardcopy Complaints Form (available on request).

Anonymous feedback will be accepted where enough detail is provided to act on it.

6. Complaints Process

 

Step

Action

Timeframe

1

Acknowledge

Complaint received and logged in the Complaints Register

Within 2 days

2

Investigate

Facts reviewed, relevant parties consulted, proposed resolution developed and discussed.

Within 10 days

3

Respond

Written response provided with reasons and next steps.

Within 20 days

4

Review

If unsatisfied, Client may request mediation with an external provider agreeing to equal share of the direct cost, or contact an external review body.

As requested

Disclaimer: While Propel Pathways Pty Ltd will make every reasonable effort to resolve complaints fairly and promptly, engaging in the complaints process does not constitute an admission of fault or liability.

 

7. External Escalation Options

If a person is dissatisfied with the outcome, they may contact:

 

NDIS Quality and Safeguards Commission
Phone 1800 035 544 | www.ndiscommission.gov.au

 

Office of the Australian Information Commissioner (for privacy matters)
Phone 1300 363 992 | www.oaic.gov.au

 

Queensland Ombudsman

Phone 1800 068 908 | www.ombudsman.qld.gov.au

 

Queensland Human Rights Commission (QHRC)

Phone 1300 130 670 | www.qhrc.qld.gov.au

8. Record Keeping

  • All feedback and complaints are recorded in the secure CRM or Complaints Register.
  • Each record includes dates, issues raised, actions taken and outcomes.

  • Propel Pathways Pty Ltd reviews trends quarterly as part of the Continuous Improvement Register.

9. Responsibilities

Role

Responsibility 

Support Coordinator

Receive and document feedback, escalate serious issues.

Propel Pathways Pty Ltd

Oversee investigations and ensure fair, lawful resolution.

All Staff of Propel Pathways Pty Ltd

Promote a feedback culture and uphold participant rights. 

 

10. Review and Continuous Improvement

This policy will be reviewed annually or sooner if:

  • Feedback indicates changes are required;
  • NDIS rules or privacy legislation are updated; or

  • Operational practices change.

Linked Documents

  • Participant Rights & Responsibilities Policy
  • Privacy Policy
  • Continuous Improvement Plan
  • Complaints Register

Version 1.0 | Released 23 November 2025 | Review November 2026