We're committed to continuous improvement and providing the highest quality support.
Your feedback—whether positive or constructive—helps us deliver better services and support. As an NDIS registered provider, we value transparency, accountability, and your right to have your voice heard.
All feedback is valued, respected, and kept confidential.
The NDIS is clear that registered providers must provide genuine opportunities for feedback. Your insights help us understand what's working, what needs improvement, and how we can better support you, your family, and your support team.
Your feedback helps us:
Let us know what we're doing well! Positive feedback helps us understand our strengths and celebrate what's working for you and your family or team.
Share suggestions for improvement. Constructive feedback helps us identify gaps, refine our approach, and ensure we're meeting your needs effectively.
If something isn't right or hasn't met your expectations, please let us know. We take all concerns seriously and are committed to resolving issues fairly and promptly.
We welcome all feedback and take it seriously. Your input is confidential and helps us improve.
You're also welcome to contact us directly:
We take all concerns seriously and follow a clear, fair process
If something hasn't met your expectations or you're unhappy with any aspect of our service—please let us know so we can make it right.
When providing feedback or making a complaint, you have the right to:
Making a complaint will NOT affect your services or relationship with Clarity Pathways.
A clear, transparent approach to resolving concerns
When you contact us with a concern, we'll acknowledge it within 2 business days. We'll confirm we've received it and let you know what happens next.
We'll gather information, speak with relevant people, and review the situation fairly and objectively.
We'll provide a clear response outlining:
Timeframes:
• Simple complaints: 5-10 business days
• Complex complaints: Up to 30 business days
We'll keep you updated throughout
After resolving your complaint, we'll check in to ensure you're satisfied with the outcome and that agreed actions have been implemented.
Your right to escalate to independent bodies
If you're not happy with how we've handled your complaint, or if the issue hasn't been resolved to your satisfaction, you have the right to escalate it to an independent body.
The NDIS Commission is an independent body that handles complaints about NDIS providers.
Free, independent advocacy services can support you through the complaints process.
Find your local service through the National Disability Advocacy Program:
What advocates can do: Support you to understand your rights, help you make a complaint, attend meetings with you, and ensure your voice is heard.
At Clarity Pathways, we are committed to:
We see feedback—both positive and negative—as a gift that helps us become better practitioners and provide better support for our community.
We're here to listen, learn, and make things right. Thank you for trusting us with your feedback—it's how we grow and improve.