We deliver NDIS-funded and privately funded supports with the same standard of care and the same right to be heard. Below is how to give feedback or make a complaint — and what happens when you do.
Feedback helps us improve the supports we provide to every participant — whether your supports are funded through your NDIS plan or paid for privately. You don't need to wait until something goes wrong; we welcome compliments, suggestions and concerns at any time.
If something isn't right, we want to know about it as early as possible. You can raise a concern with anyone on our team, and we will take it seriously. You can do this openly, or anonymously if you prefer.
Speak directly with Senait (Director) or Heaven (Admin). Available 24/7.
Write to us in your own words. We'll confirm receipt within one business day for complaints.
Submit feedback or a complaint on this page. Choose how you'd like us to follow up.
You will never be disadvantaged, treated differently, or have your supports reduced because you raised a concern. Retaliation of any kind is not tolerated.
You choose how you'd like feedback handled — informally, formally, or anonymously. You can withdraw a complaint at any time.
We acknowledge complaints within one business day and aim to resolve them within 21 days. If we can't, we'll tell you why and give you a revised timeline.
If you're not satisfied with our response, or prefer to speak to someone external, you can contact the NDIS Quality and Safeguards Commission at any time.
Speak with your support worker or coordinator, fill in the form below, call us, or email us. You can give feedback at any point — during, after, or even before support begins.
We confirm receipt within two business days for general feedback, and within one business day for complaints.
A senior staff member (not involved in the matter) reviews what you've told us, speaks with those involved, and identifies what we can do differently.
We share the outcome with you in writing, explain any changes we're making, and check back to make sure you're satisfied.
Funding — These processes apply equally whether your supports are NDIS funded or paid for with private funds. The standard of care and your right to be heard never changes based on how you pay.
If you're not comfortable raising a complaint with us, or you've done so and aren't satisfied with the outcome, you have the right to contact the NDIS Quality and Safeguards Commission directly. They are independent from HeavenlyCare.247.
Fill in as much or as little as you like. If you'd prefer to stay anonymous, use a first name or initials and leave the contact fields blank — though we can only follow up with you if we have a way to reach you.
Prefer to talk instead?
Call Senait · 0432 041 509 or Heaven · 0434 266 432, 24/7.