Complaints Policy

DOTS Therapy Hub is committed to providing high-quality, respectful, and person-centred services. We value feedback and take all complaints seriously, viewing them as an opportunity to learn and improve.

This policy outlines how clients, carers, and advocates can raise concerns and how DOTS Therapy Hub will respond to them.

  • A complaint is an expression of dissatisfaction about a service or support - whether it’s funded through the NDIS, privately funded, or paid via a third party.

    It may relate to:

    • The quality or type of service provided;

    • The conduct of a staff member or contractor;

    • How a previous concern or complaint was handled.

    Complaints may be made by:

    • A client receiving services;

    • A parent, carer, or guardian of the client;

    • An advocate acting on behalf of the client or their representative.

  • You can make a complaint in the way that suits you best. 
Options include:

    • Phone: Call the Complaints Manager

    • Email: Send your concerns to our team

    • Online: Use the enquiry form on our website: www.dotstherapy.com.au

    • In person: Contact us to arrange a time

    • Anonymously: You can choose not to share your name when using the website form.

    Clients and carers are welcome to use a support person or advocate when making a complaint.

    • All staff are aware of the complaints process;

    • Clients can view the Complaint Policy on our website;

    • This information can also be explained verbally when requested;

    • All complaints are managed by the Complaints Manager;

    • Complaints are assessed and documented in a confidential manner;

    • We maintain complaint records for 7 years in line with NDIS Practice Standards;

    • Our complaints procedure is reviewed annually.

    • Your complaint will be acknowledged within 5 business days;

    • It will be assessed within 10 business days;

    • We aim to resolve the matter within 14 business days, depending on complexity;

    • We may contact you for further information or to clarify your concerns;

    • We may offer support (e.g. translation or advocacy services) to assist you in lodging or following up a complaint;

    • Where needed, we will review internal processes and/or staff training as part of the resolution.

  • If you are not satisfied with the outcome, or prefer to raise your concerns with an external body, you can contact the NDIS Commission.


    You can make a complaint by:

    • Phoning: 1800 035 544 (free call from landlines)

    • TTY: 133 677, or via the National Relay Service and ask for 1800 035 544

    • Using the online form:
      NDIS Commission Complaints Form

    The NDIS Commission can help with complaints about:

    • Services or supports not delivered in a safe or respectful way;

    • Services or supports that did not meet expected standards.

    • Your complaint will be treated confidentially and only shared within the team on a need-to-know basis;

    • We will not share your complaint externally unless required by law (e.g. mandatory reporting obligations);

    • Information may be provided to the NDIS Commission on request, in line with legal requirements.

    Contact Complaints Manager:
    Hibba Nagrial
    Phone: 0422 843 396
    Email: hibba@dotsau.com
    Website: www.dotstherapy.com.au