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Complaints & feedback

Speaking up makes us better

Compliments, suggestions, concerns and complaints are all welcome. You can raise something big or small, for yourself or for someone else — and you will always be listened to.

How to give feedback or make a complaint

Use whichever way feels easiest for you:

  • Call our mobile 0431 044 443 or landline 08 8945 3697 (Mon–Fri, 8:30am–4:30pm)
  • Email admin@epnt.com.au
  • Visit us in person at our Winnellie office — 17/41 Sadgroves Crescent, Winnellie NT 0820
  • Ask someone you trust — a family member, friend, support worker or advocate — to raise it with us on your behalf.

You can complain anonymously if you prefer. It may limit how we respond, but we will still look into it.

What happens next

  • We listen. We take the time to understand what happened and what you would like to see change.
  • We acknowledge. We confirm we have received your complaint and tell you who is handling it.
  • We investigate. We look into what happened fairly and respectfully, and we keep you informed along the way.
  • We respond. We tell you what we found, what we will do about it, and what to do if you are not satisfied.

Every complaint is also used to improve how we work — patterns help us fix problems before they reach someone else.

Taking it further: the NDIS Commission

The NDIS Quality and Safeguards Commission is the independent body that oversees NDIS providers like us. You can complain to the Commission at any time — you do not have to raise it with us first — especially if your complaint is about the quality or safety of NDIS supports, or if you are not satisfied with how we handled it.

Find out how to make a complaint to the Commission at ndiscommission.gov.au. The Commission can also help you work out the best place to take your concern.

Advocates and support

You have the right to use an advocate — someone independent who speaks up with you or for you. A family member, friend or independent disability advocate can support you at any stage, and we can help you find an advocate if you would like one.

You will not be punished for speaking up

Raising a concern or complaint will never affect your supports, your services, or how we treat you. Speaking up is your right, and it helps us do better. If you ever feel you have been treated worse because you complained, please tell us — or go straight to the NDIS Commission.

Looking to send us documents or start a service conversation instead? See how referrals work or contact us.