Complaints and Feedback

We want to hear from you

Your feedback helps us get better. You can tell us what is working, what is not, or that you are unhappy with something we did or did not do. Anyone can give feedback or make a complaint: participants, family members, carers, support coordinators, plan managers, staff and members of the public.

Making a complaint will never affect your access to our services or how we treat you.

How to tell us

You can contact us in whatever way suits you:

• Email: hamid@ch3ckpoint.com.au
• In person: talk to any of our team at a session, or visit us at Shop 3, 36-42 Wright Street, Adelaide SA 5000
• Phone: 0435 759 867
• In writing: post a letter to the address above

You can:

• ask someone to help you or to speak for you, such as a family member, friend, support coordinator or advocate;
• make a complaint without giving your name (it can be harder for us to follow up, but we will still look into it);
• ask for an interpreter (TIS National, 131 450) or use the National Relay Service;
• ask us to explain the process in Easy Read, or talk it through with you.

What happens next

1. We acknowledge it. We will let you know we have received your complaint within 2 business days.
2. We listen and look into it. We will talk with you about what happened and what you would like to happen. We will keep your complaint confidential and only share it with people who need to know to fix it.
3. We try to fix it. We aim to resolve complaints within 10 business days. If it will take longer, we will tell you why and keep you updated.
4. We tell you the outcome. We will explain what we found, what we will do, and why. If you are not happy with the outcome, you can ask us to look at it again, or you can go to one of the organisations listed below.
5. We learn from it. We record every complaint, look for patterns, and change how we work where we need to.

If a complaint involves the safety of a participant, we act straight away to make sure everyone is safe. We report it to the right authorities where the law requires.

If you are worried about someone's safety right now

• In an emergency, call 000.
• If you are worried a child or young person is being harmed, call the Child Abuse Report Line on 13 14 78 (24 hours a day).
• Then please tell us, so we can act.

You can go to an independent body at any time

You do not have to complain to us first.

NDIS Quality and Safeguards Commission

The NDIS Commission handles complaints about NDIS supports and services. This includes services from providers that are not NDIS-registered, like us, because all NDIS providers must follow the NDIS Code of Conduct.

• Phone: 1800 035 544 (free call from landlines)
• TTY: 133 677
• Website: ndiscommission.gov.au(see "Make a complaint")

Other organisations that can help

• Privacy concerns: Office of the Australian Information Commissioner, 1300 363 992, oaic.gov.au
• Health and community services in South Australia: Health and Community Services Complaints Commissioner, hcscc.sa.gov.au
• Discrimination: Australian Human Rights Commission, 1300 656 419, humanrights.gov.au
• Your NDIS plan or funding: National Disability Insurance Agency, 1800 800 110, ndis.gov.au
• Free, independent disability advocacy: search the Disability Advocacy Finder at askizzy.org.au, or call the Disability Gateway on 1800 643 787

About us

CH3CKPOINT PTY LTD is not a registered NDIS provider. We support participants whose NDIS funding is self-managed or plan-managed, and we follow the NDIS Code of Conduct. We have chosen to handle complaints in line with the NDIS complaints management rules that apply to registered providers.

Last updated 5 October 2026