What We Want:

  • Success for our service.
  • Success for you.
  • But we understand things do not always go to plan.

You Can Tell Us If:

  • We do the wrong thing.
  • We make a mistake.
  • You think something should be different.

Giving Feedback:

  • Tell the staff member directly if you trust them and feel comfortable.
  • Call the Office and speak to a Coordinator.
  • Use our website to send us a message.
  • Get your nominee or an advocate to help.

What Happens Next?

  • There is no blame – you will never be in trouble for giving us feedback.
  • We will investigate what happened.
  • We will let you know what we find.
  • We will help you understand what happened.
  • We will fix the problem.

If You Are Still Not Happy:

  • We can look at what happened again and think about the decision we made.
  • We can bring in someone outside of Xlent to help us.
  • We will investigate what happened.
  • We will let you know what we find.
  • You may choose to leave Xlent if we cannot make the change you want.

For Serious Issues?

  • We will investigate what happened.
  • We will let you know what we find.
  • We will report to the Quality and Safe Guarding Commission.
  • We will help you understand what is happening.

Report An Issue

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Please note: All personal information will be kept private and is utilised only to allow our Complaints Officer to keep you updated on the issue and the steps taken to resolve it.

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Complaining to the NDIS Quality and Safeguard Commission



If you don’t want to speak to Xlent about your complaint, or aren’t happy with what Xlent does to fix your complaint, you can speak to the NDIS Quality and Safeguards Commission.

Making A Complaint To the NDIS Commission:

  • Call the Commission on 1800 035 544
  • Use TTY on 133 677
  • Use National Relay Service and ask for 1800 035 544
  • Use an interpreter.
  • Send an email to [email protected].

You Can Complain about Your Services and Supports When:

  • Something has gone wrong.
  • Something is not working well.
  • Something has not been done the right way.
  • Something makes you unhappy.
  • You have been treated badly.

For more information about making a complaint to the NDIS Quality and Safeguards Commission, or to make a complaint, please visit
                   https://www.ndiscommission.gov.au/about/complaints.

What Actions May Come From My Complaint?

  • Making changes to the provider’s complaints management system to make it easier for people to raise concerns.
  • Ensuring that all service users’ behaviour support plans are up-to-date.
  • Ensuring all management staff undertake a particular training program.