Feedback & Complaints
We're here to listen.
Whether you'd like to tell us what we're doing well, suggest something we could do better or raise a concern about your experience, we welcome your feedback.
Most importantly, you will not be disadvantaged or refused a service because you raise a concern or make a complaint.
Your experience helps us improve.
We want everyone accessing Brain Buddy to feel comfortable sharing their experience with us. Feedback can be a compliment, suggestion, concern or something you think we could do differently — we'll listen respectfully and use it to improve the experience we provide.
You can share feedback by:
Talking directly with your clinician or another member of our team during your sessions
Contacting our administration team by email
Completing our Feedback & Complaints Form
Asking an advocate, representative or another agency to help you provide feedback
If you'd like someone independent to support you, our team can provide information about alternative organisations or advocacy services that may be able to assist.
Share Your Feedback →It's okay to speak up.
If you're unhappy with any part of the service you've received, you have the right to raise a concern or make a complaint. You can talk to us directly, contact our team in writing or ask someone you trust to help you. Your complaint will be taken seriously and handled respectfully.
Making a complaint will not disadvantage you or affect your right to receive services from Brain Buddy. You can make a complaint by:
Speaking directly with your clinician or a member of our team
Contacting Brain Buddy by email
Completing our Feedback & Complaints Form privately
Asking an advocate, representative or another agency to help you make a complaint
We'll keep you informed every step of the way.
We understand that raising a concern can sometimes feel difficult. Our aim is to make the process as clear, respectful and fair as possible.
Acknowledge Your Complaint
We'll acknowledge your concern and explain what you can expect while it's being reviewed.
Listen and Investigate
We'll consider the information you've provided and review the circumstances fairly and openly.
Keep You Informed
We'll communicate with you throughout the process and provide answers where the facts are known.
Respect Your Privacy
Your privacy, dignity and confidentiality will be respected throughout the complaint-handling process.
Explain the Outcome
We'll provide reasons for decisions made and communicate the outcome clearly.
Take Responsibility Where Appropriate
Where appropriate, we'll acknowledge what went wrong and provide a genuine, timely apology.
You can ask us to review the decision.
If you're not satisfied with our response or the outcome of your complaint, you have the right to request a review meeting.
Where appropriate, an independent or unbiased person can be involved to help discuss the complaint further and support a fair review of the outcome. You can also ask an advocate, representative or another person you trust to support you throughout the process.
Contact Us About a Complaint →Accessible Format
We've created an Easy Read Rights Guide using simpler language and an easy-to-follow format to help participants understand their rights when receiving services from Brain Buddy.
If you have concerns about the quality or safety of NDIS supports or services provided by Brain Buddy, you can also contact the NDIS Quality and Safeguards Commission directly.
You can make a complaint about an NDIS provider or worker online or contact the NDIS Commission for further information and assistance.
To access NDIS-funded psychology services with Brain Buddy, participants need appropriate funding available within their NDIS plan for psychology supports. This may include funding under Improved Daily Living or another applicable support category, depending on the participant's plan and goals.
As part of our intake process, we may ask to review relevant funding information to confirm that the required funding is available before services commence.
We encourage participants, families and representatives to raise concerns with Brain Buddy first, so our team has the opportunity to listen, understand what has happened and work with you towards a resolution. If your concern cannot be resolved, or you are not satisfied with the outcome, you can take the matter further.
Speak with your clinician or a member of the Brain Buddy team, contact us by email, or complete our Feedback & Complaints Form. You can also ask a family member, representative or advocate to support you.
We'll listen to your concerns, review the information provided and work with you to find an appropriate resolution. We'll keep you informed throughout the process and explain the outcome and any actions taken.
If you're not satisfied with our response or your concern remains unresolved, you can ask us to review the outcome or contact the NDIS Quality and Safeguards Commission to make a complaint about an NDIS provider or worker.
A participant-friendly version of the feedback and complaints process that can be viewed or downloaded.
View Easy Read Form →A simple online or downloadable form allowing participants, families, carers, advocates and representatives to provide feedback or submit a complaint privately.
View Form →Will making a complaint affect my services?
+No. You will not be disadvantaged or refused a service because you raise a concern or make a complaint.
Can someone help me make a complaint?
+Yes. A family member, representative, advocate or another agency can help you provide feedback or make a complaint.
Will my complaint be kept confidential?
+Your privacy and confidentiality will be respected throughout the complaint-handling process.
What happens after I make a complaint?
+We'll acknowledge your complaint, explain what happens next and keep you informed while it is reviewed. We'll also explain the outcome and reasons for any decisions made.
What if I'm unhappy with the response?
+You can request a review meeting. Where appropriate, an unbiased person can be involved to help discuss your concerns further.
Positive Behaviour Support, Psychology and Early Childhood Supports for NDIS participants and families across Melbourne.
● NDIS Registered ProviderPhone (03) 9851 8200
Email [email protected]
Fax (03) 9017 8920
Locations
Suite 502, 1 Princess Street, Kew 3101
90 David Street, Dandenong, 3175
© 2026 Brain Buddy. All rights reserved.
