How do I make a complaint?

The general principles of our Feedback and Complaints policy describe the rights of a client, their authorised representative, their families, carers and other significant persons or a member of the Braver Together staff to:
  • Realise their potential for physical, social, emotional and intellectual development.
  • Be supported to participate in and contribute to social and economic life to the extent of their ability.
  • Be supported to exercise choice including in relation to taking reasonable risks in pursuit of their goals and the planning and delivery of their supports.
  • Be respected for their worth and dignity and to live free from abuse, neglect and exploitation.
  • Be able to determine their own best interests including the right to exercise choice and control and to engage as equal partners in decisions that will affect their lives to the full extent of their capacity.
  • Have their privacy and dignity respected.
  • Have the role of families, carers and other significant persons in their lives acknowledged and respected.
  • Have access to advocates and supports, which promotes innovation, quality, continuous improvement, contemporary best practice and effectiveness. (National Disability Insurance Scheme Act 2013, s 4.)

What is feedback?

Feedback is not limited to complaints or concerns, it also includes comments, compliments, and suggestions about our service and how we undertake our service with respect to our participants, workers, business partners, advisors, people with disability, families, carers, service providers, and regulators.

What is a complaint?

A complaint is someone letting us know that our service is not achieving the standard set by our business principles. It is [usually] formal advice that an incident has occurred, something is not working the way it should, something is inappropriate, or someone is at risk.
A complaint is usually an expression of dissatisfaction with a support or service, including how a previous complaint was handled, for which a response or resolution is explicitly or implicitly expected. A serious incident process is required for legal and contractual purposes when a complaint is about a serious incident.
A person does not necessarily have to expressly state that they wish to make a complaint to have an issue or concern dealt with as a complaint.

How to improve the process [and outcome] of your complaint?

Regardless of whether it is a big or small issue, we believe that if it is treated seriously, it demonstrates to the person that their input is valued and that we want to improve the services bring delivered.
The following tips can be applied in any issue and improve the outcome of any complaint.

Tip 1. Focus on resolving the main problem.
You may feel angry or upset. It is important that you stay calm. Write down or record on your phone the main issue you are feeling angry or upset about and what you think should be done to fix the issue you are experiencing.
If you can, collect evidence of what is bothering you about the issue.

Tip 2. Writing is more effective in communicating an issue.
Writing down your answers to the following questions will assist you to describe the basic details
  • What happened?
  • Who did it happen to?
  • When did it happen?
  • What did you do about it?
  • Did anyone else see what happened?
  • If there was someone there, write down their name and contact details
  • Do you have photos or screenshots or documents as evidence of the issue?
  • Can you include the evidence in your complaint?

Tip 3. Get organised
Use a Complaint Fact Sheet, to organise your thoughts and memories about what happened. Writing things down actually helps people remember things more clearly.
Download a document to use to write out the facts of your complaint (DOCX 15KB)

Tip 4. Clearly and calmly state what you want.
Be calm and polite, as that helps others to focus on what is important. Avoid becoming angry or abusive or blaming an individual for what happened.
State clearly what you want to see happen to resolve your issue. Try to keep your expectations realistic, as that will more likely result in a helpful resolution.

Tip 5. Keep records of what happens.
Writing out the details of your complaint and submitting it via the online form or in an email helps you start collecting documentation about your complaint.
Keep records of all correspondence that you send and receive.

Tip 6. Don't give up.
If nothing happens, within one week of sending your complaint, send a follow-up email asking about the progress of your complaint.
Make it very clear that you are seeking to resolve the problem and that you are hoping to work towards fixing the issue.
If nothing happens after your follow-up email, or we cannot or will not explain how things have progressed, you should consider contacting one of the advocacy agencies listed below.

How do I provide feedback or make a complaint to Braver Together?

We always prefer to work things out quickly. If you have feedback, a compliment or a complaint, please either:
Phone: 0493427222
Email: connect@bravertogether.com.au
Or use our online forms: 

How does Braver Together manage feedback and complaints?

Places to go to for an external review and advocacy support

If a complainant is not satisfied with the outcome of the investigation by the Assigned Officer, they can seek an external review of their complaint. Depending upon the nature of the matter, one or more of the following agencies may be able to assist in conducting an external review of their matter.
  • ACT Disability, Aged and Carer Advocacy Service
    •    Website: https://adacas.org.au/
    •    Email them at: adacas@adacas.org.au
    •    Phone: 02 6242 5060
    •    Translating and Interpreting Service: 131 450 and ask for (02) 6242 5060
    •    TTY: Call 133 677 and ask for 02 6242 5060

  • ACT Human Rights Commission
    •    Website: https://hrc.act.gov.au/
    •    Email: HRCIntake@act.gov.au
    •    Online form at: https://hrc.act.gov.au/complaints/
    •    Phone: (02) 6205 2222 or
    •    TTY: (02) 6205 1666
    •    Translating and Interpreting Service: Call 131 450 and ask for (02) 6205 2222

  • If you are a NDIS Participant
    NDIS Commission
    •    Website: https://www.ndiscommission.gov.au/about/complaints
    •    Phone: 1800 035 544
    •    Translating and Interpreting Service: 131 450 and ask for 1800 035 544
    •    National Relay Service: www.relayservice.gov.au then 1800 035 544

  • If you are a member of staff
    Worksafe ACT
    •    Website: https://www.worksafe.act.gov.au/health-and-safety-portal/notify-worksafe
    •    Email: worksafe@worksafe.act.gov.au
    •    Phone during business hours: 132 281
    •    Phone after hours: 0419 120 028
    •    National Relay Service: www.relayservice.gov.au then 132 281
    •    Translating and Interpreting Service: 131 450 and ask for 132 281
    •    Speak and Listen users:  1300 555 727 and then ask for 13 22 81.


I know how hard it is to BEGIN and to keep GOING.

Connect with Carolyn through a free, one-hour, online CONNECT session.
The CONNECT session is designed to provide information about the various services
and can also complete an easy intake process.
If you want to BEGIN ... let's be Braver Together ... make your CONNECT appointment.