Make a complaint
You can make a complaint using the form below, by phone, by email, in writing, through a representative, or in person. Let us know as much detail as you are comfortable sharing.
Complaints and Feedback
Making a complaint or sharing feedback
Feedback helps Marra Bridge understand what is working well, where something has gone wrong and how we can improve.
We welcome complaints, compliments and suggestions from the people we support, families, representatives, professionals and community organisations. Making a complaint will never affect the support you receive.
Share a compliment or suggestion
Positive feedback and suggestions for improvement are welcome through the same channels - the form below, phone, or email.
Request an interpreter or support person
You are welcome to bring a support person, family member or advocate to any conversation with us, and to request an interpreter, including through TIS National (131 450) or the National Relay Service. Let us know in the form below or when you get in touch.
Anonymous feedback
Name, phone and email are optional in the form below. Where practical, you may choose to raise a concern without providing your name. This may limit how much we are able to follow up directly with you.
Privacy requests
To request access to your information, ask a correction, or raise a privacy concern, see our Privacy page or Privacy Policy (PDF, 7 KB).
Escalating a complaint externally
You can escalate a concern at any time, including if you are not satisfied with our response or would rather not raise it with us directly, to the NDIS Quality and Safeguards Commission on 1800 035 544 or via ndiscommission.gov.au. Escalating externally never affects the support you receive.
What happens after you get in touch
- We acknowledge your complaint in writing within 2 business days.
- We review the situation within 5 business days. If your complaint involves a Director, it is reviewed by a different Director.
- We take action and respond to you within 21 calendar days. If more time is needed, we will let you know why and give you a new timeframe.
- Urgent matters are actioned immediately, outside these timeframes.
- All feedback and complaints are handled confidentially, and raising a concern is encouraged - it will not disadvantage the support you receive.