Feedback and Complaints Policy
We welcome hearing from you, whether to share a concern, make a complaint or tell us when something went really well.
Last updated: July 2026
Our commitment
- Your concerns will be taken seriously
- Making a complaint will not affect your services
- Email the CEO directly at manager@p2pqld.org.au
- Visit us at 5 Daniel Street, Nambour Qld 4560 during business hours
Ways to Get In Touch
- Fill in the Feedback and Complaints form on the P2P website. You can do this anonymously, however, without your details we are unable to contact you to request further information or provide an outcome.
- Phone us on 1800 777 723 during business hours (Mon-Fri, 9am to 4pm).
- Tell us what happened, when it happened, what action has already been taken, and the contact details of everyone involved.
- After reporting an incident, it can help to talk to someone you trust, for example, a family member, your doctor, a support worker, or an advocate. Let us know if you would like us to connect you with an advocate.
Need help making a complaint? You can ask a family member, carer, or advocate to help you. Free advocacy support is available at qld.gov.au/disability/legal-and-rights/advocacy. If you need an interpreter, please let us know and we will arrange one at no cost.
What to include in your complaint
To help us look into your complaint as quickly as possible, it helps to include:
- your name and contact details (or you can stay anonymous)
- details of what happened and when
- which service or staff member your complaint is about
- any relevant documents or evidence
- what outcome you are hoping for
You do not need to include everything on this list. Please share what you feel comfortable sharing and we will work with you from there.
What happens after you contact us?
- We will let you know we have received your complaint and give you the name of the person responding to it.
- Your complaint is recorded on our complaints register. We look into what happened, considering all relevant information and perspectives.
- We aim to resolve most complaints within 10 business days. If we need more time, we will keep you informed of our progress.
- We will tell you the outcome, the reasons for our decision, any actions we are taking, and any options you have if you are not satisfied.
We use every complaint and piece of feedback to improve our services. Your experience helps make P2P better for everyone.
If You Are Not Satisfied
If you feel your complaint has not been adequately addressed, you can ask to speak with our CEO or the President of the Board. You can also contact an external organisation for independent support or to make a complaint.
- NDIS Quality and Safeguards Commission
- For complaints about NDIS supports and services | ndiscommission.gov.au | 1800 035 544
- Queensland Ombudsman
- For independent review of complaints | ombudsman.qld.gov.au
- Queensland Human Rights Commission
- For discrimination or human rights concerns | qhrc.qld.gov.au
- Office of the Australian Information Commissioner
- For privacy-related complaints | oaic.gov.au
Our policy and legislation
Our incident response process is guided by:
- NDIS Practice Standards Core Module 2: Provider Governance and Operational Management (Feedback and Complaints Management)
- National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018
- Principles of procedural fairness and natural justice
Get in touch
Parent to Parent Association Qld Inc
5 Daniel Street, Nambour QLD 4560
1800 777 723 | info@p2pqld.org.au | Monday to Friday, 9am – 4pm