Feedback & Complaints

Your voice matters — and we listen

Help Happens welcomes all feedback. Your experiences help us improve the quality, safety, and effectiveness of our supports.

You can provide feedback, raise a concern, or make a complaint at any time. You will always be treated with respect, and your supports will not be affected.

We are NOT a crisis service

Help Happens does not provide emergency or crisis response. If you or someone else is in immediate danger, please contact emergency services.

Emergency & Crisis Contacts

• 000 — Emergency Services (Police, Fire, Ambulance)

• Lifeline — 13 11 14 (24/7 crisis support)

• Beyond Blue — 1300 22 4636 (mental health support)

• Suicide Call Back Service — 1300 659 467

• Kids Helpline — 1800 55 1800

• MensLine Australia — 1300 78 99 78

• 1800RESPECT — 1800 737 732 (family & domestic violence support)

• NURSE-ON-CALL (Victoria) — 1300 60 60 24

If you are unsure who to call, 000 is the safest option.

How to provide feedback or make a complaint

You can contact Help Happens directly:

Help Happens – Feedback & Complaints

• Email: admin@helphappens.com.au

• Phone: 0493 009 545

• Hours: 9am–5pm (AEST), Monday–Friday

You can provide feedback anonymously if you prefer.

We will:

• Acknowledge your concern

• Listen without judgement

• Work with you to resolve the issue

• Keep you informed throughout the process

• Treat your information confidentially

What you can make a complaint about

You can raise concerns about anything, including:

• Quality of supports

• Communication or boundaries

• Safety concerns

• Privacy or confidentiality

• Cultural safety

• Professional conduct

• Any part of your experience with Help Happens

No issue is too small.

How complaints are handled

Help Happens follows the NDIS Complaints Management & Resolution Rules.

Our process

1. Receive your feedback or complaint

2. Acknowledge it within a reasonable timeframe

3. Listen to your experience and understand your concerns

4. Review the issue and gather information

5. Respond with an outcome or plan

6. Resolve the matter wherever possible

7. Record the complaint in a secure, confidential register

You will be treated fairly, respectfully, and without discrimination.

If you prefer to speak to someone else

You can contact the NDIS Quality and Safeguards Commission directly:

• Phone: 1800 035 544

• Online: ndiscommission.gov.au

• Hours: 9am–5pm (AEST), Monday–Friday

You can also ask for:

• An advocate

• A support person

• Help to make a complaint in your preferred language

Your rights

You have the right to:

• Give feedback without fear

• Make a complaint at any time

• Have your concerns taken seriously

• Be supported to access advocacy

• Receive a timely response

• Have your privacy protected