We invite you to share your thoughts and experiences with us.
Your feedback is essential to improving our services for everyone.
Whether you have a suggestion, a compliment, or a complaint, we encourage you to contact us.
Other ways to submit feedback
- In person – Talk to the staff or ask to speak to a manager working with you, or your family member.
- By phone – Contact the Activ Quality and Safety – Feedback and Complaints Team on (08) 9487 0555.
- Email us – Send an email to feedback@activ.asn.au
- Write to us – Post your feedback to Activ Quality and Safety – Feedback and Complaints Team, 327 Cambridge Street, Wembley WA 6014.
- Feedback form – Complete a feedback form and hand it to any staff member or place it in a feedback box at an Activ site.
Where to get advocacy support
Do you need help sharing feedback or making a complaint?
Visit the Resouces page for a list of organisations can help you provide feedback and advocate on your behalf.
What we do with your feedback
If you are giving a compliment, we will ensure this reaches the area you are referring to.
If your feedback is a formal complaint we aim to resolve most of these within 30 days. We are happy to respond to you about your issues, or you can remain anonymous. It’s up to you.
What to do if you are not satisfied with our response
The NDIS Commission is an independent government body that regulates the safety and quality of all NDIS services and supports.
A complaint can be made to the NDIS Commission by:
- Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
- National Relay Service and ask for 1800 035 544.
- Completing a complaint contact form.
Activ’s Customer Complaints and Feedback Policy
Privacy and confidentiality when making a complaint
We take privacy and confidentiality seriously at Activ.
Your complaint or feedback will be handled on a ‘need to know’ basis, which means we will only discuss the matter with those who need to know. However, when a complaint involves a customer, we always advise and involve them to the extent possible.