Complaints and Feedback

Ace Therapy Services is committed to providing safe, respectful and high‑quality supports. We welcome feedback and take complaints seriously.

How to make a complaint

If you are unhappy with any aspect of our service, you can raise a complaint directly with us. We aim to acknowledge complaints promptly and work with you to resolve concerns in a fair and timely way.

Complaints can be made by contacting us via:

• Phone
• Email
• In person with a staff member

You will not be treated unfairly for raising a concern or making a complaint.

External complaints

If you are not satisfied with our response, or you prefer not to raise the matter with us directly, you can contact the NDIS Quality and Safeguards Commission.

NDIS Quality and Safeguards Commission
Phone: 1800 035 544
Email: contactcentre@ndiscommission.gov.au
Website: www.ndiscommission.gov.au

Support at Home clients
If you receive therapy through a Support at Home plan, you can raise a complaint with us, with your Support at Home provider, or both. We will let your provider know about any complaint so it can be resolved together.

If you’re not satisfied, or prefer to go elsewhere, you can contact:

• Aged Care Quality and Safety Commission: 1800 951 822, https://www.agedcarequality.gov.au/
• Older Persons Advocacy Network (OPAN): 1800 700 600, https://opan.org.au/ Free, independent support to raise concerns.
• Need an interpreter? Call the Translating and Interpreting Service on 131 450 and ask them to call us.