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Your voice matters

Feedback & complaints

Telling us when something's wrong is one of the most important things you can do — for yourself, and for the people we'll support next.

How we think about this

We see feedback — including complaints — as a gift. It's how we learn what's working, what isn't, and what we need to change. You can raise anything: a small frustration, a serious concern, a compliment, or a suggestion. We'll listen, take it seriously, and tell you what we plan to do about it.

You will not be disadvantaged for speaking up. Raising a complaint will never affect the quality of your support or your relationship with our team.

Ways to reach us

Choose whichever feels easiest. Anonymous feedback is welcome too.

Email

admin@optimaloptions.com.au

The fastest way to reach our complaints officer.

Phone

+61 416 779 677

Call any time — leave a message after hours and we'll call back the next business day.

In person

Ask any team member

Any worker or coordinator will pass your feedback to management — or sit with you while you make the call.

Through someone else

Advocate, family, or support coordinator

A nominee, family member, or advocate can raise concerns on your behalf with your consent.

What happens next

1
Acknowledgement within 2 business days We'll confirm we've received your feedback, let you know who's handling it, and ask if there's anything we should do immediately.
2
Listening & understanding We'll arrange a time to hear your full account — by phone, in person, in writing, or with a support person present. Whatever works for you.
3
Investigation We'll review records, speak with any staff involved, and look at what happened with fresh eyes. We aim to complete this within 21 days.
4
Response & action We'll tell you what we found, what we're doing about it, and what's changing as a result. If we got something wrong, we'll say so.
5
Review If you're not satisfied with our response, you can ask for it to be reviewed by a senior staff member — or take it to an external body (below).

External options

You don't have to come to us first. You can raise a complaint directly with an external body at any time:

  • NDIS Quality and Safeguards Commission — for concerns about the quality or safety of NDIS supports. Call 1800 035 544 or visit ndiscommission.gov.au.
  • Office of the Australian Information Commissioner (OAIC) — for privacy concerns. Call 1300 363 992 or visit oaic.gov.au.
  • Disability advocacy — the National Disability Advocacy Program can connect you with an independent advocate. Visit disabilityadvocacyfinder.dss.gov.au.
  • Police or emergency services — if you or someone else is in immediate danger, call 000.

A note on languageIf you'd prefer to share feedback in a language other than English, or in an Easy Read format, please tell us. We'll arrange an interpreter or alternative format at no cost to you.

Compliments

Heard something kind? Want to thank a worker by name? We'd love to pass it on. Compliments help our team know what they're getting right, and we share them in our staff meetings.