Complaints & Feedback

At Xcel Wellbeing, we are committed to delivering high-quality NDIS supports. We welcome your feedback -- both positive and negative -- as it helps us improve our services and ensure we meet the needs of every participant.

You have the right to make a complaint at any time, and we will ensure your concerns are taken seriously and addressed fairly. Making a complaint will not affect the services you receive from us.

How to Make a Complaint

You can submit a complaint or provide feedback through any of the following channels:

You may also ask a family member, friend, advocate, or support person to make a complaint on your behalf.

Our Process

When we receive a complaint, we follow a structured process to ensure it is resolved fairly and promptly:

External Complaints

If you are not satisfied with how we have handled your complaint, or if you prefer to raise your concerns externally, you can contact the NDIS Quality and Safeguards Commission:

• Phone: 1800 035 544 (free call)
• TTY: 133 677 (for people with hearing or speech impairment)
• Interpreter: 131 450 (Translating and Interpreting Service)
• Website: www.ndiscommission.gov.au
• Online form: Make a complaint to the NDIS Commission

Your Rights

When making a complaint, you have the right to:

• Be treated with respect and have your concerns taken seriously
• Have your complaint handled in a fair, timely, and confidential manner
• Use an advocate or support person to help you through the process
• Receive information in a format you can understand
• Continue receiving the same quality of service regardless of your complaint
• Be informed of the outcome and any actions taken
• Escalate your complaint to the NDIS Quality and Safeguards Commission at any time